Bilingual Support Center Manager
About The Position
Your Role: The Support Center Manager oversees the daily operations of Administer Justice’s support communications and six‑day‑a‑week hotline. You manage support staff and our call‑center vendor while also responding directly to client and volunteer inquiries, handling scheduling needs, and maintaining records. Our network of church‑based, volunteer‑run Gospel Justice Centers depends on well‑prepared volunteers and efficiently scheduled clients. You and your team ensure questions are answered, issues resolved, and centers equipped with the information and resources they need. Together, we help make every Gospel Justice Center a place where lives are transformed in the name of Christ.
Requirements
- In a growing, energetic relationship with Jesus & aligned with Administer Justice’s Statement of Faith.
- Fluent English written/verbal proficiency. Advanced Spanish written/verbal proficiency.
- 2+ years customer care experience. Volunteer coordination experience a plus.
- Highly computer proficient, able to quickly learn new systems and use them efficiently and train others. Experience with Zendesk, Vonage, or Acuity, a plus.
- A multi-tasker who is organized administratively and thinks in process-oriented ways.
- Exceptional personal communication skills with an ability to lead and train others.
Responsibilities
- Oversee and actively participate in the daily operation of our National Support Center handling client and volunteer support inquiries.
- Ensure consistent bilingual phone and email coverage from 9:00 a.m.–5:00 p.m. Monday–Friday, and 7:30 a.m.–3:00 p.m. on Saturdays.
- Use strong customer‑service and problem‑solving skills to personally handle support tickets, including those that require management‑level attention.
- Serve as the primary point of contact for our answering‑service vendor partner and supervise up to 3 staff.
- Help maintain and improve Standard Operating Procedures (SOPs) to promote consistency, clarity, and efficiency across all support processes.
- Identify needs, issues, and opportunities for improvement as they arise, collaborating with the broader AJ team to develop solutions.
- Work confidently across multiple systems, including our phone platform, scheduling system, and case‑management system.
Benefits
- Paid Time Off
- SIMPLE IRA employer match of 3%
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What This Job Offers
Job Type
Part-time
Career Level
Manager
Education Level
No Education Listed
