RFE Support Team Lead

Firm Mission Statement 

Our mission is to change as many lives as possible by offering immigration solutions even in the most difficult cases. We look at all possible options to keep our clients in the United States with their families where they belong. We stand ready to fight even when success seems unsure because we understand how much better life can be with the dignity and peace of mind that comes with having documents.    

Position Overview 

The RFE Support Specialist Team Lead is responsible for overseeing a team of RFE Support Specialists that are focused on client onboarding and document collection tasks when a Request for Evidence (RFE) is issued by USCIS. This individual must have a proven track record of success in ensuring operational efficiency and maintaining high-quality standards, and has the ability to lead and advise a team of RFE Support Specialists by providing training, guidance, and performance management to meet deadlines and client expectations. The ideal candidate will have strong leadership abilities, an in-depth understanding of the processes involved, and excellent problem-solving and communications skills. In addition, the candidate should be fluent in both English and Spanish. 

Essential Job Functions & Responsibilities 

Team Leadership and Supervision 

• Lead and manage a team of Support Specialists to ensure high performance, engagement, and accountability 

• Oversee team schedules, workload distribution, and task assignments to maintain operational flow 

• Provide guidance, support, and coaching to team members to ensure successful task execution 

Operational Excellence 

• Monitor and oversee the completion of Client RFE onboarding and document collection tasks 

• Ensure team members consistently meet productivity, accuracy, quality, and productivity standards 

• Track and analyze key performance metrics (KPI’s), identifying areas for improvement and implementing solutions. 

Collaboration and Communication 

• Act as the main point of contact between the RFE Support Specialists Team and other departments in the RFE process 

• Provide regular updates to the Production Supervisor on team progress, challenges, and accomplishments 

• Address escalated issues, offering timely resolutions to maintain client satisfaction and workflow efficiency 

Training and Development 

• Identify skill gaps and provide tailored training to improve team capabilities 

• Conduct regular team meetings and one-on-one sessions to deliver constructive feedback and promote professional growth 

• Encourage continuous learning and development opportunities to build a high-performing team 

Process Improvement 

• Evaluate current workflows and recommend enhancements to improve team efficiency and service quality 

• Support in developing or refining Standard Operating Procedures (SOPs) 

Essential Skills, Knowledge & Abilities 

• Possesses excellent bilingual (English & Spanish) interpersonal and communication skills, both written and verbal 

• Strong understanding of processes related to USCIS, particularly in the context of RFEs. 

• World-class customer service, problem-solving abilities and decision-making skills. 

• Exceptional organizational skills, and attention to detail to ensure team deliverables meet high-quality standards. 

• Ability to work in a fast-paced environment and manage multiple priorities to ensure deadlines are met 

Minimum Qualifications 

• Bilingual (Spanish English) C1 

• Highschool diploma or equivalent experience 

• At least 1-2 years of experience in roles related to customer support, experience in a legal capacity preferred 

• Prior leadership experience preferred 

• Highschool proficient with Microsoft Office Suite or related software including Adobe and Sales Force 

Reporting Relationship 

RFE Support Specialists (Stage 1&2) (5-7)