Legal Operations Assistant

ROLE

The Legal Operations Assistant is responsible for supporting the Company’s legal operations function, working directly under the Legal Operations Manager. This role focuses primarily on estate planning, customer support, and fulfillment, while also assisting with legal operations tasks, intake coordination, document management, and administrative follow‑up.

This position is a support and execution role, with much of the day‑to‑day work centered on helping estate planning customers get scheduled, walking them through the portal, answering process questions, making proactive outreach calls, and keeping assigned follow‑up items organized.

The Legal Operations Assistant reports to and works under the direction of the Legal Operations Manager, supporting General Counsel with administrative legal operations tasks. Including but not limited to incoming legal request intake, document organization, and follow‑up reminders.

The Legal Operations Assistant brings a strong foundation in customer service, organization, and operational support within a fast‑paced environment. This role requires the ability to balance customer‑facing responsibilities with structured legal operations tasks while maintaining accuracy, professionalism, and consistency.

• Demonstrate the ability to manage customer interactions while maintaining high‑quality service and professionalism
• Show a track record of reliability, follow‑through, and strong organizational discipline
• Act as a dependable support partner to the Legal Operations Manager and broader legal team
• Maintain accurate records and ensure visibility into customer progress and legal operations workflows
• Exhibit a proactive approach to identifying stalled customers or tasks and taking action to move them forward
• Deliver results in a dynamic environment with shifting priorities and multiple responsibilities
• Maintain confidentiality and exercise sound judgment when handling sensitive information
• Follow established processes while adapting to new workflows, tools, and priorities

• Support estate planning customers by helping them navigate the customer portal and fulfillment process
• Provide customer support via phone, email, text, webinar chat, and other approved communication channels
• Conduct proactive daily outreach to customers to answer questions, encourage engagement, and ensure progress
• Follow approved outreach plans including phone, text, and email communication cadences
• Schedule estate planning appointments, consultations, webinars, and follow‑up calls
• Track customer progress, identify stalled accounts, and take action to move customers forward
• Assist with webinar execution by responding to chat questions, tracking participation, and conducting follow‑up
• Handle estate planning‑related customer inquiries within approved guidance following training and escalation procedures
• Support the Legal Operations Manager, General Counsel, and legal team with administrative and operational tasks
• Track, organize, and route incoming legal requests through appropriate communication channels
• Scan, upload, label, and maintain legal documents in accordance with internal procedures
• Maintain organized records for legal requests, estate planning materials, and customer documentation
• Ensure legal tasks, documents, and follow‑up items remain visible, organized, and progressing
• Handle confidential and sensitive information with professionalism and discretion

• High school diploma required
• Associate’s or Bachelor’s in related field preferred

• Experience in customer service, administrative support, legal support, or a related field preferred
• Comfortable with high‑volume phone interaction and proactive customer outreach
• Strong written and verbal communication skills
• Ability to learn and navigate estate planning processes and customer portal systems
• Experience with CRM systems such as Salesforce and scheduling tools preferred
• Proficiency with document management systems, spreadsheets, and communication platforms
• Strong attention to detail, organization, and ability to manage multiple tasks simultaneously
• Ability to follow structured processes and elevate issues appropriately

• Prolonged periods of sitting at a desk, working on a computer, and taking phone calls
• Must be able to lift 25 pounds periodically
• Must be able to access and navigate each department at the organization’s facilities
• Travel (less than 10% annually) may be required for sales support, training, and/or professional development

• Competitive Compensation
• Comprehensive Health Coverage - Medical, dental, and vision
• Paid Time Off - Generous PTO, sick days, and paid holidays
• 401k with Company match (we match up to 4%)
• Parental Leave - Paid leave for new parents
• Impact‑Driven Culture - Small team, big mission
• Gym Pass - Company sponsored access to local gyms
• Free soda and snacks