Description The Leader and Member Support Department aims to help others come unto Christ by serving members, leaders, and employees efficiently. This role is the main contact for Stake, Mission, and District Presidents, as well as Area Authorities, for any challenges, training, or support needs, including escalations to other Church departments. It involves close collaboration with area office and Global Services Department (GSD) personnel to resolve temporal challenges, allowing ecclesiastical leaders to focus on ministering. While typically an individual contributor role, it may also lead a team of Leader Support Specialists. The role reports to the Area Leader and Member Support Manager and is located in Frankfurt, Germany. It is expected for the incumbent to relocate to Frankfurt. Relocation support will be provided. Responsibilities Strategic Customer Support: serves as the single point of contact and relationship owner for Stake, Mission and District Presidents as well as Area Authorities within the assigned Coordinating Councils, addressing technical, system and process queries and concerns manages leader communication across various channels (including SharePoint Sites and online platforms). Ensure a seamless customer experience: Analyze customer feedback to identify areas for improvement in services and processes. Represent all aspects of the ecclesiastical leader experience with the Global Services Department (GSD) and area functional managers. Coordinate with headquarters and area personnel to resolve leaders’ support needs. Lead meetings with functional departments to discuss customer feedback and collaboratively brainstorm solutions (answers may not yet exist) for technical, system, and process issues. Ensure high levels of customer satisfaction by resolving assigned leaders’ needs promptly with strong ownership of the issue, and with Christlike service. Owns development and continual improvement of leader training, and when needed, help coordinate or even facilitate that training for the assigned leaders. Prepare and present reports on customer service performance to the management team. Foster a culture of Christlike service and continuous improvement by encouraging employees to suggest improvements and recognize their contributions. Qualifications Required: Bachelor’s degree Required (Business, Communication or related degrees preferred). Significant work experience in a field related to customer relationship or customer experience. Strong communication, presentation, and relationship management skills with both customers and internal management. Empathy and Emotional Intelligence. Solution-oriented and positive. Customer centric mindset and strong listening skills. Ability to communicate in English as primary work language Preferred: Master’s Degree (MBA, MPA or Business-related degree). Work experience should have been with or in a contact center environment. Experience with a Customer Relations Management (CRM) system with Service Now an advantage. Knowledge of Church organization and experience working with different departments, divisions, and other stakeholders both in the area and at Church headquarters an advantage. Ability to communicate in other European languages such as French, German, Italian, Spanish is an added advantage.