Business Solutions Account Management Supervisor

PPLSI • Ada, MN

4d • Onsite

About The Position

The 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.

Requirements

• High School diploma or GED required
• 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

Nice To Haves

• some college preferred

Responsibilities

• 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
• 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
• 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
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED