Customer Experience Specialist (Legal) - 19561

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

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.

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.

• 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

• 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

• 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

• 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

• 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

• 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

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

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