Agency Success Specialist

About Info Track

Info Track is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. We're global leaders in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system.

As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us.

As an Agency Success Specialist, you are the operational backbone of Info Track Exchange's national partner network. You serve as the central communications hub for the Agency Success Team, monitoring performance in real-time and unblocking fulfillment as needed to ensure our brand promise to customers. You ensure Agencies have the platform knowledge, support, and order information they need to deliver excellent service, while keeping Agency Success Managers equipped with the data and escalations they need to oversee their regions.

You'll work across internal platforms—including our own platform, Serve Manager, and Microsoft's Power BI—to track Contractor performance, manage communications, and surface actionable insights.

This is a hybrid role, with in-office days on Tuesdays, Wednesdays, and Thursdays at our Denver office.

• Conduct daily reviews of the Exchange job board, identifying jobs at risk of going out-of-SLA, declined, or uncovered, and taking proactive outreach action as needed.
• Contact partner agencies directly to drive job acceptance, coverage confirmation, or reassignment when a job is unassigned or delayed.
• Escalate unresolved SLA issues, coverage gaps, and agency non‑responsiveness to the Agency Success Director with relevant context and recommended next steps.
• Monitor inbound agency communications (notes, emails, Serve Manager messages) and respond to or route actionable items promptly.
• Support job reassignment and coverage resolution when primary agencies decline or fail to respond — coordinating rate confirmations and alternative coverage with Agency Success guidance.
• Write insightful and concise incident reports, for platform and process feedback.
• Assist in reviewing agency profiles for accuracy, including coverage territories, contact information, and service activation status.
• Participate in special projects and additional responsibilities as they arise.

• Review and respond to Contractor notes within our internal systems, serving as a first point of contact and escalating where appropriate.
• Answer the Contractor support line for urgent in‑field questions, triaging issues and determining the best path to resolution.
• Monitor incoming emails for actionable items such as signed affidavits, job‑related questions, and payment requests.

• Strong organizational skills with the ability to manage multiple open items, follow up consistently, and maintain accurate records.
• Professional communication skills across phone, email, and video conference, including a confident first point of contact.
• Computer proficiency, including CRM/database systems, spreadsheets, document editing, and PDF tools (including electronic signatures).
• Ability to summarize data using tables and charts and use data to support problem‑solving and decision‑making.
• Diplomatic but direct communication style, with the ability to deliver firm messages with tact and professionalism.
• Strong problem‑solving skills, including the ability to assess when to resolve issues independently versus escalating appropriately.
• Comfort working in a fast‑moving environment where tools, processes, and priorities evolve regularly.

• High school diploma or equivalent required; associate’s degree, some college coursework, or equivalent professional experience preferred.
• 1+ years of experience in a customer‑facing or coordinator role involving regular communication…