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Leader Support Specialist, English/Spanish Required
The Church of Jesus Christ of Latter-day Saints. Serve as the primary point of contact, advisor, and advocate for ecclesiastical leaders within an assigned area and language .
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Serve as the primary point of contact, advisor, and advocate for ecclesiastical leaders within an assigned area and language
- Proactively engage with newly called leaders through orientation, training, and tailored guidance
- Collaborate with global and area teams, area offices, and global GSD personnel to resolve complex or escalated issues
- Assess, diagnose, and resolve leader inquiries across Church systems, tools, policies, and administrative, procedural, and technical issues
- Act as designated case manager with end-to-end ownership of leader support needs
- Manage a dynamic caseload from intake through resolution with timely follow-up, clear documentation, and accountability for outcomes
- Escalate issues when necessary while retaining case ownership and coordinating successful resolution
- Develop, maintain, and improve 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 sensitive leader information
- Manage a high volume of inbound and outbound interactions across phone, messaging, and email channels
Requirements
What you’ll need- 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 of experience in a support center, service operation, or advisory role
- Demonstrated capability in high complexity customer or leader support, including ability to listen intently, assess needs, and guide individuals through policy, system, or process solutions
- Strong analytical and problem-solving skills with the ability to comprehend policies, evaluate options, and provide accurate recommendations with minimal supervision
- Proven ability to work effectively with senior stakeholders (leaders, managers, administrators) in situations requiring discernment, tact, and professionalism
- Ability to provide thoughtful, constructive feedback to improve systems, processes, and training materials
- Experience using Customer Relationship Management (CRM) tools, especially ServiceNow, to manage cases and document interactions
- Working knowledge of Church organization, leadership roles, administrative responsibilities, and ecclesiastical processes
- Experience in roles requiring cross-functional collaboration, training development, or service improvement initiatives
- Ability to maintain strict confidentiality regarding financial data, internal operational information, and Personally Identifiable Information (PII)
- Fluency in reading, writing, and speaking both Spanish and English
- Experience working in a fast-paced contact call center environment while providing technical support in both Spanish and English
- Ability to provide Monday through Friday coverage for a shift operating from 11:30 a.m. to 8:00 p.m.
- Must be a member of The Church of Jesus Christ of Latter-day Saints and currently temple worthy
Benefits
Comp & perks- Benefits of Church Employment are referenced, but specific benefits are not listed in the posting
- Reasonable accommodations for qualified individuals with known disabilities
- Equal opportunity employment and nondiscrimination protections