Team Lead - Contact Center

About Harbor Compliance

Join Harbor Compliance, a pioneering leader in the compliance industry, recognized by Inc. 5000 and Deloitte Technology Fast 500. Merging with Labyrinth, Inc. in 2021, we've expanded our reach to over 35,000 clients, leveraging advanced technology to simplify business licensing and legal entity management. We’re a growing team, passionate about making compliance accessible and efficient for all businesses and nonprofits.

Position Overview:
The Team Lead oversees the Client Service Team, driving initiatives to enhance client experiences and achieve retention goals. Your leadership will foster a culture of proactive collaboration and knowledge-sharing, empowering the team to deliver exceptional value to our clients.

Key Responsibilities

• Mentor the Client Service team to deliver exceptional support across channels.
• Maintain a 90% gross retention rate for nonprofit accounts through proactive client engagement.
• Collaborate to achieve a 108% net retention rate, addressing client needs effectively.
• Develop onboarding plans and educational resources; implement satisfaction surveys.
• Maintain and improve client-facing processes and documentation.
• Partner with Learning & Communications to deliver effective training sessions.
• Ensure timely client responses, meeting established turnaround metrics.
• Develop accurate knowledge base content with internal stakeholders.

Qualifications

• 5+ years in customer service, with 1+ years in a leadership role.
• Proven ability to provide effective service in fast-paced environments.
• Strong multitasking, time management, and communication skills.
• Experience with knowledge base management and data analysis.
• High computer literacy, preferably with Zendesk experience.

Compensation

Competitive salary plus commission and generous benefits including paid time off, seven paid holidays, health plan including medical/dental/vision, life insurance, disability, and retirement plan matching. Employees enjoy a relaxed dress code, a pleasant work environment in our spacious headquarters, and an entrepreneurial atmosphere that isn’t hindered by corporate red tape.