[Hiring] Helpdesk & Customer Experience Coordinator @How to Manage a Small Law Firm

Role Description

You are the person everyone goes to when something breaks, doesn't make sense, or just needs to get figured out. Not because it's “your job”… but because you actually give a damn and you don't like seeing things fall through the cracks.

• You are thoughtful, responsive, and resourceful.
• You own the questions that land in your lap until they are solved.
• You can walk into a messy situation, find the signal in the noise, and calmly start putting the pieces together.
• You ask good questions and don't pretend to know things you don't know.
• You have good judgment on when to handle something yourself or escalate it.
• You are organized in a way that allows you to juggle multiple tasks while keeping people informed.
• You notice patterns and raise your hand when something seems off.
• You care about the person on the other end of the request and your teammates.

Qualifications

• Ability to receive, triage, and manage incoming help requests.
• Skill in figuring out what's being asked and who needs to be involved.
• Capability to solve issues independently and coordinate the rest.
• Strong follow-up skills to ensure tasks are completed.
• Ability to keep people informed throughout the process.
• Experience in tracking and reporting on helpdesk activity.
• Proficiency in spotting patterns and addressing them early.
• Willingness to help improve support for clients and internal teams.

Requirements

• This is not a “check the box, forward the email, call it a day” job.
• Must be accountable for outcomes.
• Ability to work full-time in a remote role.
• Must be located in one of the following states: AZ, CO, FL, GA, IL, MD, MI, NC, NJ, NY, PA, TX, VA, WA.

Benefits

• Target salary in the $65,000 – $85,000 range depending on experience.
• Strong benefits package including:
• Medical, dental & vision (75% covered)
• 401K with match
• Unlimited PTO
• Short-term & long-term disability
• EAP program
• Ongoing personal & professional development