Client Success Specialist

Summary

Join LegalMatch as a Client Success Specialist and ensure client success by following up after attorney responses, guiding clients to take necessary actions, and supporting LegalMatch’s mission of accessible legal assistance. You will increase attorney-client interaction, encourage prompt client responses, represent LegalMatch professionally, listen to client concerns, maintain detailed records, collaborate with teams, and support the team with additional duties. The ideal candidate possesses excellent communication and active listening skills, proficiency in CRM systems, and strong multitasking abilities. A customer-focused attitude and commitment to continuous improvement are essential. Experience in customer success is a plus. LegalMatch Philippines offers a dynamic and innovative work environment.

Requirements

• Excellent verbal communication skills and a professional phone demeanor
• Strong active listening and problem-solving abilities
• Proficient in using CRM systems and basic computer applications
• Skilled at managing multiple tasks and prioritizing effectively in a dynamic and fast-paced environment
• A customer-focused attitude with a passion for providing exceptional service

Responsibilities

• Increase attorney-client interaction by contacting clients with attorney responses
• Encourage and remind clients to respond to attorneys promptly to advance case discussions
• Represent LegalMatch professionally, delivering clear and empathetic communication
• Listen to clients’ legal concerns and provide the appropriate next steps to support them
• Keep detailed and accurate records of every client interaction in our system
• Collaborate with other teams to enhance processes and service delivery
• Support the team with additional duties as needed

Preferred Qualifications

• Experience in the customer success field is a plus but not required
• Committed to continuous improvements and open to experimenting with new approaches and techniques in work processes
• Proactive, adaptable, and flexible
• Highly professional
• Willing to go the extra mile to achieve desired outcomes
• Highly collaborative
• Committed to continuous improvements and open to experimenting with new approaches and techniques in work processes