Team Lead – Customer Support (Pioneer Account) Non-Voice | Technical Support | Gaming & Consumer Tech

Responsibilities

Conduct comprehensive searches of news and litigation content using defined workflows.

Review and summarize findings based on explicit inclusion/exclusion checklists.

Maintain accuracy and consistency while managing a high-volume workload.

Collaborate with team members to ensure quality and efficiency in report production.

Provide feedback on process documentation to support training and scalability.

Stay aligned with client expectations to deliver customized reports.

Performance Metrics

Production Goals: 35+ weekly minimum.

Quality Expectations: 96–98% accuracy.

Responsibility Level: Single report type.

Job Autonomy: Independent execution of responsibilities while learning and applying established processes, policies, and expectations.

Supervision: Regular feedback and direct support from managers and mentors.

Experience and Skills

Strong English reading comprehension skills (for internal use only, not client-facing).

Attention to detail and ability to work independently while following structured guidelines.

Stamina and resilience to complete repetitive, high-volume tasks.

Ability to remain focused on one type of task and thrive in a process-driven environment.

Effective communicator with team members, able to provide feedback and collaborate as needed.

Qualifications

Degrees in English, History, Psychology, Sociology, Liberal Arts, Library Sciences, Criminal Justice, or other research/writing-focused fields are welcome but not required.

1–3 years of experience in research, due diligence, or related industries is a plus but not required.

Familiarity with Boolean searches or tools such as LexisNexis and PACER is a nice-to-have, not a requirement.

Demonstrated ability to analyze information and summarize findings clearly in writing.

Working knowledge of Google Suite, Microsoft Office, or Adobe is preferred.

Experience collaborating remotely via video and digital tools is beneficial.

Litigation background is a requirement.