Business Solutions Account Management Supervisor
Job Description
Job Summary:
Scope of the RoleThe Business Solutions Account Management Supervisor is responsible for leading a team of Regional Account Managers while actively supporting day-to-day operations and customer experience delivery. This role balances hands-on escalation management and team development with oversight of quality assurance and operational effectiveness.
Reporting to the BSS Regional Account Manager, the Supervisor serves as a primary escalation resource for complex customer and account issues, ensuring timely, accurate, and customer-focused resolutions. In parallel, they drive team performance by providing real-time coaching, setting clear expectations, and reinforcing accountability to service standards and business processes.
The Supervisor also plays a critical role in maintaining service excellence through consistent quality monitoring, trend analysis, and operational support. By identifying performance gaps and recommending process improvements, this role helps strengthen both team capability and overall service delivery.
Success in this position requires strong leadership, sound judgment, and the ability to balance competing priorities while fostering a high-performing, customer-centric team environment.
Responsibilities:
Performance Outcomes
Escalation Support & Team Coaching — 60%
Escalation Handling
Serve as the first point of escalation for complex or distressed customer situations, reaching resolutions satisfactory to both the customer and the business
Handle escalations with professionalism, sound judgment, and empathy while ensuring all details are captured, tracked, and communicated to relevant stakeholders
Educate internal and external customers accurately while advocating for their needs within business guidelines
Maintain a broad understanding of BSS departmental functions to support first-contact resolution across calls, chats, and emails
Coaching & People Leadership
Support and coach an assigned team of Business Solutions account managers
Review interactions in real time and through monitoring to identify coaching opportunities and ensure procedures are followed
Deliver timely, specific, and actionable feedback to support performance and development
Set clear expectations around performance, attendance, and conduct
Facilitate conflict resolution and escalate performance concerns to the Regional Account Manager with documented observations
Backend Quality & Operational Support — 40%
Quality Monitoring
Conduct scheduled quality evaluations across calls, chats, and emails against established standards
Document findings with clear, constructive feedback and ensure results are consistently tracked and reported
Identify quality trends and surface insights to the Regional Account Manager to inform coaching plans and process improvements
Reporting & Operations
Provide weekly status updates to the Regional Account Manager covering team performance, escalation trends, and quality findings
Assist with real-time resource management, shift coverage, and cross-functional projects as needed
Recommend process or system improvements based on frontline observations
Lead by example through direct involvement in report processing and analysis, ensuring account updates are processed promptly and accurately.
Other duties as assigned.
Education, Knowledge, and Experience
High School diploma or GED required; some college preferred
1–3 years of LegalShield experience preferred
Experience de-escalating and resolving complex customer interactions
Experience conducting quality evaluations or call monitoring preferred
Proficient in Microsoft Office (Word, Excel, PowerPoint, SharePoint) and familiar with CCaaS platforms
Strong written and verbal communication skills with ability to engage stakeholders at multiple levels
Effective coaching, analytical, and problem-solving skills with high attention to detail
Strong organizational skills with ability to manage multiple priorities in a fast-paced environment
High level of professionalism, discretion, and accountability; models attendance and punctuality expectations for the team
FLSA Status
Non-exempt
Physical Requirements/ Work Environment
The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Prolonged periods of sitting at a desk and working on a computer
Frequent use of hands and fingers to operate a computer keyboard, mouse, and telephone
Occasional standing, walking, bending, or reaching within the office environment
Ability to lift and/or move up to 10–15 pounds (e.g., files, office supplies, equipment)
Additional Information:
Location:
AdaDepartment:
9340 Business Solutions Sales OperationsTime Type:
Full timeCommitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: [email protected].