Leader Support Specialist English/Spanish Required

The Church of Jesus Christ of Latter-day Saints • Riverton, UT

12h

About The Position

The Global Services Department (GSD) provides timely, accurate, and inspired support to members, leaders, employees, and missions worldwide. The Leader Support Specialist serves as an advisor and support specialist for ecclesiastical leaders, helping bishops, bishoprics, ward councils, stake presidency counselors, and stake council members fulfill administrative and ministerial responsibilities. The role operates in a support-center environment and handles a high volume of inbound and outbound interactions by phone, messaging, and email. It requires independent problem-solving, expert use of Church policies and systems, collaboration with internal and area personnel, and strict confidentiality. The position provides professional, accurate, and Christ-like support to local and stake leaders.

The specialist serves an assigned area and language, supports newly called leaders through orientation and training, and independently manages cases from intake through resolution. The role includes coordinating with global and area teams on complex or escalated issues, improving leader training and self-service resources, and recommending improvements to systems and support workflows. Fluency in Spanish and English is required. The schedule is Monday through Friday, with a shift from 11:30 a.m. to 8:00 p.m.

Only Church members worthy of a temple recommend qualify for employment. The Church is an equal opportunity employer and provides reasonable accommodations for qualified individuals with known disabilities.

Requirements

• Bachelor’s degree and at least 2 years of professional experience in a support center, service operations, or advisory role; alternatively, a combination of education and professional experience totaling 6 years in a support center, service operation, or advisory role.
• Demonstrated ability to provide high-complexity customer or leader support, listen attentively, assess needs, and guide people through policy, system, or process solutions.
• Strong analytical and problem-solving skills, including the ability to comprehend policies, evaluate options, and provide accurate recommendations with minimal supervision.
• Ability to work effectively with senior stakeholders in situations requiring discernment, tact, and professionalism.
• Ability to provide thoughtful, constructive feedback to improve systems, processes, and training materials.
• Experience using CRM tools, especially ServiceNow, to manage cases and document interactions.
• Working knowledge of Church organization, leadership roles, administrative responsibilities, and ecclesiastical processes.
• Experience with cross-functional collaboration, training development, or service improvement initiatives.
• Ability to maintain strict confidentiality regarding financial data, internal operational information, and personally identifiable information, and to handle it in accordance with Church policies and legal requirements.
• Fluency in reading, writing, and speaking both Spanish and English.
• Ability to work in a fast-paced contact call center environment and provide technical support in both Spanish and English.
• Availability to provide coverage Monday through Friday on a shift operating from 11:30 a.m. to 8:00 p.m.
• Must be a Church member worthy of a temple recommend.

Responsibilities

• Serve as the primary point of contact, advisor, and advocate for ecclesiastical leaders, including bishops, bishopric members, ward council members, stake presidency counselors, stake clerks, high councilors, stake council members, and missions within an assigned area and language.
• Proactively orient, train, and guide newly called leaders so they can fulfill administrative responsibilities.
• Collaborate with the Area Leader Support Manager, area offices, and global GSD personnel to resolve complex or escalated issues accurately and comprehensively.
• Assess, diagnose, and resolve leader inquiries involving Church systems, tools, policies, and administrative, procedural, or technical issues.
• Manage leader support cases end to end, maintaining ownership from intake through resolution, with timely follow-up, clear documentation, and accountability for outcomes.
• Escalate issues when necessary while retaining case ownership and coordinating communication and resolution with leaders and cross-functional partners.
• Contribute to developing, maintaining, and improving leader training resources, self-service content, and knowledge articles.
• Provide feedback and recommendations to improve systems, processes, training, and support workflows.
• Maintain data integrity, confidentiality, accuracy, and compliance when accessing and supporting sensitive leader information.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level