Job Description

About Us: iMigrate is a self-service platform that empowers individuals to take control of their immigration journey and simplifies the process of preparing immigration applications. With our user-friendly tools and guidance, users can confidently navigate the application process, saving time and money.

We're seeking a highly skilled Client Support Supervisor to join our team in Miami Lakes, FL

Job Summary: The Client Support Supervisor leads a team of 5 to 8 Client Support Coordinators who are responsible for guiding clients through the digital process of preparing legal documentation. The Supervisor ensures that the team delivers exceptional customer service, maintains operational efficiency, and meets service-level goals. This role acts as a bridge between the Client Support team and other departments, ensuring client satisfaction and process improvement across all touchpoints.

Supervisory Responsibilities:

• Performance Monitoring
• Track and evaluate individual and team performance metrics.
• Provide constructive feedback and guidance to team members to ensure optimal productivity and efficiency.
• Conduct regular performance reviews and identify opportunities for professional development.
• Process Adherence
• Ensure team compliance with established protocols and procedures.
• Conduct periodic audits to confirm process adherence and identify areas for improvement.
• Provide necessary training to address process gaps.
• Escalation Management
• Act as the primary escalation point for complex or high-priority cases.
• Ensure timely and effective resolution of escalated issues, minimizing impact on operations.
• Document and analyze escalations to identify trends and prevent recurrence.
• Capacity Management
• Monitor workload distribution and team capacity to meet service level agreements (SLAs).
• Adjust resource allocation and staffing as needed to ensure balance and efficiency.
• Collaborate with management to address resource constraints or surpluses.
• Team Management
• Recruit, interview, hire, and train new staff.
• Oversee the daily workflow of the department.
• Provide constructive and timely performance evaluations.
• Handle discipline and termination of employees in accordance with company policy

Qualifications:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Google Workspace, CRM/ticketing Systems.
• At least two years of related experience required.
• Proven experience in team supervision, case coordination, or a similar role.
• Excellent problem-solving, decision-making, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in case management software and office productivity tools.

iMigrate is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status. We strive to ensure that our hiring practices and workplace policies promote fairness and equality.

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