Supervisor

This position works closely with Service of Process Processors, Supervisors, Managers, and cross-functional departments to ensure consistent, efficient, and high-quality service delivery. In addition to providing leadership and coaching, the Supervisor actively participates in the daily workflow, balancing operational responsibilities with people leadership to support the team, maintain productivity, and meet service level expectations.

The Supervisor partners with teams across multiple office locations to promote collaboration, share best practices, resolve operational challenges, and maintain consistent workflows. This role serves as a key resource for employee development, complex escalations, operational decision-making, and organizational initiatives while fostering a culture of accountability, teamwork, and continuous improvement.

Responsibilites

• Lead, coach, and develop a high-performing team by creating an environment where employees are empowered to solve problems, grow professionally, and take ownership of their work.
• Oversee daily operations to ensure work is completed accurately, efficiently, and within established service level expectations while maintaining exceptional customer service.
• Evaluate existing workflows and implement process improvements that increase efficiency, consistency, and quality across the department.
• Conduct performance evaluations, establish meaningful development goals, and provide ongoing coaching and constructive feedback that supports employee success.
• Partner with supervisors and managers across the organization to strengthen communication, promote collaboration, and ensure consistent operational practices across all offices.
• Serve as the primary resource for complex operational and client escalations, demonstrating sound judgment, professionalism, and a solution-oriented approach.
• Monitor quality, productivity, and key performance metrics, using data to identify trends, remove obstacles, and improve team performance.
• Foster a positive and inclusive team culture built on trust, accountability, open communication, and mutual respect.
• Lead departmental initiatives and support organizational change by helping employees understand, embrace, and successfully implement new processes and best practices.
• Build strong cross-functional relationships that encourage knowledge sharing, operational consistency, and continuous improvement throughout the Service of Process organization.

Requirements

• High school diploma or equivalent required; bachelor’s degree preferred.
• Five or more years of experience in operations, account support, or a related business environment.
• Previous supervisory, team leader, or coaching experience strongly preferred.
• Demonstrated ability to lead, motivate, and develop employees.
• Excellent written and verbal communication skills.
• Strong analytical, organizational, and problem-solving abilities.
• Experience handling complex client or operational escalations.
• Proficiency with Microsoft Office Suite and business applications.
• Ability to prioritize multiple projects in a fast-paced environment.

Preferred Skills

• Experience leading operational or process improvement initiatives.
• Proven ability to mentor and develop high-performing teams.
• Experience managing performance metrics and service level expectations.
• Strong change management and organizational skills.
• Ability to build collaborative relationships across multiple departments and locations.
• Experience supporting geographically dispersed or hybrid teams.
• Knowledge of Service of Process, Registered Agent, or legal compliance operations is a plus.
• Systems
  • Microsoft Office Suite (Excel, Word, Outlook, Teams)
  • Agent Central, TRAC, OPUS, etc.
  • Operational workflow and document management systems
  • Research tools and on-line business databases
• Technical Competencies
  • Advanced computer proficiency
  • Strong research and analytical skills
  • Exceptional customer service and client communication
  • Excellent organizational and time management skills

Additional Information

Job Type: Hybrid, M-F Hours: 9 a.m. – 5 p.m. Salary Range: $60K-$65K