Client Experience Specialist

About the Role

This position is for a Client Experience Specialist based in the United States, supporting legal professionals. The role is crucial for delivering exceptional client support in a dynamic, technology-focused setting. You will serve as a primary contact, guiding clients through digital processes and ensuring smooth utilization of an advanced legal services platform. The job involves a blend of problem-solving, client advocacy, and platform education to guarantee every user interaction is efficient and supportive. You will collaborate with internal departments to relay feedback, refine procedures, and enhance the overall client experience. The work environment is highly collaborative and performance-driven, emphasizing communication, empathy, and ongoing improvement. This is a chance to significantly impact client satisfaction and contribute to the advancement of innovative legal technology.

Accountabilities

• Guide clients through platform functionalities and ensure successful completion of legal service workflows.
• Maintain precise client records and interaction logs within CRM systems, upholding data accuracy.
• Address client inquiries effectively through clear communication, active listening, and efficient problem resolution.
• Represent client needs by gathering feedback and conveying insights to internal product and operations teams.
• Track key performance indicators (KPIs) and contribute to enhancing service delivery and client satisfaction.
• Work with managers and cross-functional teams to achieve service objectives and boost operational efficiency.
• Assist in training and onboarding new team members to ensure consistent service quality.
• Identify areas for process improvement and contribute to enhancements in tools, workflows, and client support strategies.

Requirements

• A minimum of 2 years of experience in customer support, contact centers, or client-facing service roles.
• Proficiency with CRM systems, with Salesforce experience being a strong advantage.
• Familiarity with SaaS environments, ideally within the legal or professional services sectors.
• Excellent communication skills, with the ability to remain calm, empathetic, and solution-focused under pressure.
• Experience using telephonic support tools, such as DialPad or similar platforms.
• Capability to manage multiple tasks, prioritize effectively, and adapt to a fast-paced, high-volume support environment.
• A foundational understanding of legal or litigation support processes is beneficial.
• A high school diploma is mandatory; further education or equivalent experience is advantageous.

Benefits

• Competitive hourly pay between $19.25 and $22.50, based on experience.
• A fully remote position, with work hours aligned with Pacific Time (Monday-Friday, 9:00 AM - 6:00 PM PT).
• Comprehensive health insurance, including medical, dental, and vision plans.
• A 401(k) retirement savings plan with employer matching.
• Generous paid time off, comprising 20 days of PTO, paid holidays, and mental wellness days.
• Employer-provided disability, life, and AD&D insurance.
• Access to employee assistance programs, recognition initiatives, matching gift programs, and wellbeing support.
• Opportunities for career advancement within a collaborative, technology-focused setting.

How Jobgether Works

Jobgether utilizes an AI-powered matching system to ensure swift, objective, and fair review of your application against the role's essential criteria. Our system identifies top candidates, and this curated list is sent directly to the hiring company. The hiring company's internal team manages all final decisions and subsequent steps, including interviews and assessments.

Data Privacy Notice

By submitting your application, you consent to Jobgether processing your personal data for candidacy evaluation and sharing relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You retain the right to access, rectify, erase, or object to your data at any time. We may employ AI tools to assist in aspects of the hiring process, such as application review or resume analysis. These tools support our recruitment team but do not replace human judgment. All final hiring decisions are made by humans. For more details on data processing, please contact us.