What You'll Do
Lead and Develop a High-Performing Team
Manage, coach, and develop the LegFi Plus and Premier Client Services teams, establishing clear performance expectations and accountability.
Oversee daily operations, workload distribution, service quality, and team productivity.
Provide ongoing feedback, performance management, and professional development opportunities.
Identify operational challenges, address bottlenecks, and implement practical improvements that help the team succeed.
Deliver an Exceptional Customer Experience
Oversee customer-facing managed services, ensuring responsive, accurate, and consistent service delivery.
Monitor customer service requests, response times, resolution timelines, and service-level agreements.
Ensure Premier bookkeeping deliverables, including accounts receivable, accounts payable, budgeting, and bank reconciliations, are completed accurately and on time through effective team oversight and coordination.
Serve as a senior escalation point for complex customer concerns, service delays, and deliverable issues.
Identify customer satisfaction and retention risks, implementing proactive solutions to strengthen relationships.
Build Scalable Processes and Operational Excellence
Develop and refine standard operating procedures, account review processes, customer health indicators, and service delivery workflows.
Establish clear expectations and repeatable processes as Managed Services continues evolving within LegFi.
Build and maintain reporting dashboards using tools such as Zendesk and Monday.com.
Analyze service-level performance, customer satisfaction, resolution times, workload trends, and deliverable accuracy.
Use operational data to identify improvement opportunities and communicate recommendations to leadership.
Collaborate Across Teams
Partner with Internal Operations, Client Accounting, Account Management, and Support to ensure seamless customer service.
Coordinate customer financial-service requests and monitor progress toward deliverable deadlines.
Ensure team members maintain strong product knowledge and appropriately escalate technical issues.
Support the adoption of product enhancements, updated workflows, and operational changes.
What You Bring
5–7 years of relevant professional experience, including prior people-management experience.
Experience in SaaS, financial technology, or technology-enabled managed services.
Experience with Zendesk, Monday.com, Power BI, or similar reporting and workflow management tools.
Demonstrated experience leading a customer-facing service, support, account management, or managed-services team.
Strong people leadership capabilities, including coaching, performance management, workload planning, and accountability.
Experience improving operational processes, developing workflows, and implementing service standards.
Working knowledge of financial operations, including billing, budgeting, banking processes, bookkeeping, or money movement.
Experience working with software platforms and translating technical processes into effective customer service.
Ability to analyze operational metrics, build or improve reporting, and use data to guide decisions.
Strong communication, problem-solving, organizational, and customer escalation management skills.
Ability to make informed decisions and lead teams through changing priorities and evolving business processes.
Bonus Points For
Familiarity with accounts receivable, accounts payable, and bank reconciliation workflows.
Experience supporting customer migrations, operational transitions, or newly established service models.
Experience serving Greek life organizations or the higher education market.
An associate's or bachelor's degree in a business-related field.
The Company offers a comprehensive employee benefits program, including:
- Medical, dental, and vision insurance options
- 100% Employer paid short/long term disability
- 100% employer-paid Basic Life and AD&D insurance
- 401(k) retirement plan with a 100% company match up to 4%
- Flexible paid personal/vacation time built on mutual trust and accountability
- 10 sick days annually
- 10 company paid holidays
- 12 weeks paid parental leave
Salary Range Disclosure
The base range represents the low and high end of the TogetherWork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of TogetherWork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.
Inclusion and Diversity
TogetherWork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. TogetherWork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.
Interview Process & Expectations
Our interview process is designed to help us understand your relevant experience, leadership approach, and ability to support our customers and teams.
The anticipated process includes an initial recruiter conversation, a hiring manager interview, and a potential follow-up interview.
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