Client Experience Specialist

Location: Remote
Employment Type: Full-Time | Independent Contractor
Working Hours: Fixed Schedule aligned with PST business hours
Compensation: Competitive Monthly Base Salary + Performance Incentives
Additional Compensation: Up to $300/month in commission opportunities
Benefits: PTO Offered
Reports To: Intake / Operations Leadership

About the Company

We are a fast-growing plaintiff-side employment law firm focused on helping employees navigate workplace disputes and employment-related legal matters throughout California.

Our team is highly client-focused, fast-paced, and mission-driven. We pride ourselves on delivering exceptional client care during what is often a stressful and emotional process for the individuals we serve.

We are now seeking a highly personable and professional Client Experience Specialist to serve as a key point of contact for prospective and active clients throughout the lifecycle of their case.

About the Role

This is not a traditional customer support position.

This role sits at the intersection of:

Client communication
Intake coordination
Relationship management
Case support
Emotional intelligence

You will be responsible for speaking with potential clients, helping assess fit and needs, guiding them through onboarding, and maintaining proactive communication throughout the duration of their case.

The ideal candidate is someone who is:

Extremely personable and empathetic
Confident speaking with clients over phone and email
Calm under pressure
Organized and responsive
Comfortable operating in a high-volume, fast-paced environment

No prior legal experience is required. The firm will provide training on employment law concepts, workflows, and internal processes.

However, exceptional English communication skills are absolutely essential for success in this role.

Key Responsibilities

Client Communication & Relationship Management

Serve as a primary point of contact for prospective and active clients
Build trust and rapport with clients through professional, empathetic communication
Maintain consistent follow-up and status updates throughout the duration of each case
Answer client questions and ensure a high-quality client experience
Help clients feel supported during emotionally sensitive situations

Intake & Needs Assessment

Speak with inbound leads and potential clients to understand their situation
Gather relevant information and document conversations accurately
Assess client needs and help determine fit based on internal guidelines
Escalate complex legal or case-specific questions to attorneys when appropriate

Case Coordination & Administrative Support

Maintain accurate notes and records within internal systems/CRM
Coordinate internally with legal and operations teams
Track client communications and ensure timely follow-up
Help maintain organized workflows and communication pipelines

Performance & Client Experience

Contribute to a positive, responsive, and professional client experience
Handle a high volume of client interactions efficiently
Meet communication responsiveness and quality expectations
Support overall intake conversion and client retention goals

Ideal Candidate Profile

Required

Excellent verbal and written English communication skills
Minimal accent with highly clear spoken English
Strong interpersonal and relationship-building abilities
Comfortable speaking with clients throughout the day
Highly organized and detail-oriented
Ability to multitask in a fast-paced environment
Strong emotional intelligence and active listening skills
Reliable internet connection and quiet work environment

Preferred (Not Required)

Customer service experience
Sales or intake experience
Call center or client-facing support experience
Experience working remotely with U.S.-based companies
Legal, paralegal, or employment law exposure
Experience handling sensitive or emotionally charged conversations

What Success Looks Like

Successful candidates in this role will:

Create an exceptional experience for clients from day one
Build trust quickly with prospective clients
Communicate clearly, professionally, and empathetically
Stay highly organized while managing multiple conversations and cases
Thrive in a structured but fast-moving environment
Become a dependable and calming presence for clients throughout their legal journey

Training & Growth

While prior legal experience is not required, the firm is looking for candidates who are:

Eager to learn
Coachable
Curious
Interested in long-term growth opportunities

You will receive training on:

Employment law fundamentals
Client intake processes
Internal systems and workflows
Communication standards and case handling expectations

Customer Experience Specialist (Legal) - 19561