Client Escalations Specialist

About Our Client:

The organization provides an online platform enabling legal professionals to file court documents in every California court and manage service of process nationwide. Operating for over 30 years, it offers technology solutions aimed at streamlining legal processes and supporting legal professionals.

The Client Escalations Specialist plays a key role in resolving client issues effectively, contributing to operational excellence and continuous improvement. This position focuses on managing sensitive client situations, ensuring high-quality customer experiences, and supporting process enhancements.

• Serve as the primary contact for advanced support and de-escalate sensitive client issues
• Monitor and resolve problematic cases proactively
• Identify root causes and apply resources for efficient problem resolution
• Keep accurate records following established policies
• Collaborate with management to achieve corporate and department objectives
• Stay informed on technology updates to improve service and efficiency
• Support onboarding of new team members

• Minimum of 3 years in Customer Support, preferably in a Call Center environment; experience in legal services is beneficial
• Proficient with CRM and customer support tools such as Salesforce and Intercom
• Strong written and verbal communication skills with interpersonal effectiveness
• Ability to perform in a fast-paced setting with self-motivation and initiative
• Excellent time management and organizational skills
• Ability to work collaboratively with diverse teams and across organizational levels
• Availability to work between 8:00 a.m. and 6:00 p.m. Pacific Time

$24.00 per hour - $30.50 per hour

• 401(k) Match
• Medical, Dental, and Vision Insurance with significant premium coverage
• Employer-funded Short/Long-Term Disability, Life, and AD&D Insurance
• 20 Days of Paid Time Off
• 11 Paid Holidays
• Additional mental health and volunteering time off
• Matching Gift Program
• Monthly Internet Stipend for Remote Employees

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.