Leader Support Specialist English/Spanish Required

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

2d

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, including bishops, bishoprics, ward councils, counselors of a stake presidency, and stake council members. The role helps leaders fulfill administrative and ministerial responsibilities through Christ-like service, accuracy, and ownership.

This professional role operates in a support-center environment and manages a high volume of inbound and outbound interactions by phone, messaging, and email. It requires independent problem-solving, expert application of Church policies and systems, collaboration with internal and area personnel, and strict confidentiality in handling information, processes, and policies. The specialist provides end-to-end case ownership, from intake through resolution, with timely follow-up, clear documentation, and accountability for outcomes.

Requirements

• Bachelor’s degree and at least 2 years of professional experience in a support center, service operations, or advisory role; or 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 carefully, assess needs, and guide individuals through policy, system, or process solutions.
• Strong analytical and problem-solving skills, including the ability to understand policies, evaluate options, and make accurate recommendations with minimal supervision.
• Ability to work effectively with senior stakeholders with discernment, tact, and professionalism.
• Ability to provide thoughtful, constructive feedback to improve systems, processes, and training materials.
• Experience using CRM tools to manage cases and document interactions.
• 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, with the shift operating from 11:30 a.m. to 8:00 p.m.
• Ability to maintain strict confidentiality regarding financial data, internal operational information, and personally identifiable information, and to handle it in accordance with approved Church policies and legal requirements.

Nice To Haves

• Experience with ServiceNow.
• Working knowledge of Church organization, leadership roles, administrative responsibilities, and ecclesiastical processes.
• Experience in roles involving cross-functional collaboration, training development, or service improvement initiatives.

Responsibilities

• Serve as the primary contact, advisor, and advocate for ecclesiastical leaders in an assigned area and language.
• Proactively orient, train, and provide tailored guidance to newly called leaders.
• Collaborate with area and global teams, including the Area Leader Support Manager, area offices, and global GSD personnel, to resolve complex or escalated issues.
• Assess, diagnose, and resolve leader inquiries involving Church systems, tools, policies, and administrative, procedural, or technical issues.
• Manage cases from intake through resolution, including follow-up, documentation, and accountability for outcomes.
• Escalate issues when necessary while retaining ownership and coordinating communication and resolution with leaders and cross-functional partners.
• Contribute to the development, maintenance, and improvement of leader training resources, self-service content, and knowledge articles.
• Provide structured 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