Back to all roles
Operations
Client Success Coordinator
- Employment
- Full-time
- Monthly salary
- USD 1,400 – 1,800
- Category
- Operations
- Posted
- 4 days ago
About the role
You are the person a client hears from between signing the retainer and the day their case resolves. Most firms lose clients in that gap, not because the legal work is bad but because nobody called. You will run weekly status calls, chase the documents that hold files up, and flag problems while they are still small enough to fix. The attorneys handle the case. You handle the relationship, and you own it end to end. Success here is measured by clients who feel informed, not by billable hours.
Key responsibilities
Client Communication Cadence
- Call every active client on a set weekly or biweekly schedule, depending on case stage.
- Explain where the case stands in plain language the client can repeat to their family.
- Log every call, voicemail, and text in the case management system the same day.
- Set the next contact date before ending each call so no client falls off the calendar.
Document and Records Chasing
- Track outstanding items per file, including medical records, wage statements, signed authorizations, and photo evidence.
- Follow up with clients by phone, email, and text until the item arrives or the attorney decides to move without it.
- Confirm what arrives is legible, complete, and filed in the right folder.
- Tell the case manager immediately when a missing document is blocking a deadline.
Escalation and Complaint Handling
- Listen for frustration in calls and raise it to the attorney before the client puts it in writing.
- Summarize the issue, the history, and what the client actually wants in a short internal note.
- Follow up after the firm responds to confirm the client considers the matter closed.
- Flag repeat patterns so the firm can fix the cause instead of the symptom.
Case Stage Tracking
- Monitor files moving from treatment through demand, negotiation, and settlement.
- Update clients at each transition so they hear about changes from the firm first.
- Prepare short status summaries for attorneys ahead of their own client contact.
- Identify files that have gone quiet for too long and surface them in team check-ins.
Qualifications
- Two or more years in client service, account coordination, or case support, ideally with a US law firm, medical office, or insurance company.
- Comfortable making outbound calls to US clients daily, including people who are stressed, injured, or unhappy.
- Hands-on experience with a case management or CRM platform such as Filevine, Litify, Smart Advocate, Clio, or MyCase.
- Working knowledge of Microsoft 365 or Google Workspace, plus a VoIP system such as RingCentral or Dialpad.
- Clear, neutral spoken English and written English that needs no editing before it reaches a client.
- Organized enough to hold fifty or more open files in a tracking system without relying on memory.
- Willing to work US business hours and stay reachable during that window.
- Steady under pressure, and able to hear a complaint without taking it personally or getting defensive.
- Reliable home internet, a quiet call space, and a backup plan for outages.
Share this job
Somebody you know may be a better fit than you.