Offshore Client Happiness Coordinator

About the Firm: 

We are a dynamic boutique transactional law firm focused on intellectual property, business law, and estate planning. Committed to delivering exceptional legal services, we seek a highly organized and dedicated professional to join our team. This role is pivotal in enhancing our client experiences and ensuring efficient firm operations.

Role Overview: 

We are seeking a Client Happiness Coordinator to serve as a key touchpoint between our firm and our clients. This role is responsible for maintaining strong client relationships, monitoring communication channels, and ensuring that every client interaction reflects our commitment to excellent service. The ideal candidate is proactive, detail-oriented, and highly responsive, with a passion for creating positive client experiences in a growth-oriented environment.

This is onsite in our offshore office and works closely with our intake team, attorneys, and Operations Manager to support a seamless and client-centered workflow.

Job Responsibilities:

The Client Happiness Coordinator will focus on enhancing the overall client experience by managing communications, tracking engagement, and identifying opportunities for improvement. Key responsibilities include:

• Building and maintaining strong relationships with clients through consistent, professional communication
• Monitoring and responding to client communications via email, text, and client portal messages (no phone calls required)
• Flagging urgent or sensitive client matters to attorneys or appropriate team members
• Sending new client welcome kits and onboarding communications
• Conducting outreach to current and former clients via email and text
• Identifying satisfied clients and requesting Google reviews based on established internal criteria
• Sending and tracking client satisfaction surveys
• Providing proactive client updates (e.g., every 30 days) to ensure clients are informed and supported
• Monitoring deadlines and flagging upcoming deadlines to the appropriate team members
• Verifying that all client files are properly uploaded and organized within the CRM system (Lawmatics)
• Organizing and maintaining client files in accordance with internal processes and standards
• Identifying when U.S. or Latin American team members should directly contact clients and sending reminders accordingly
• Monitoring client engagement trends and providing feedback to improve service delivery
• Identifying opportunities for automation within Lawmatics and collaborating with the Operations Manager to implement improvements
• Identifying opportunities for Standard Operating Procedures (SOPs) and assisting the Operations Manager in documenting and refining internal processes

Required Qualifications:

We are looking for a highly organized and client-focused professional who thrives in an onsite, process-driven environment. Required qualifications include:

• Undergraduate degree required
• Excellent written and verbal English communication skills
• Strong interpersonal skills with a client-service mindset
• Ability to communicate professionally and empathetically via written channels
• High level of organization and attention to detail
• Strong time management skills and ability to manage multiple tasks simultaneously
• Comfort working with CRM systems, communication platforms, and digital workflows
• Ability to work onsite and collaborate with our U.S.-based team across time zones
• Ability to identify priorities and escalate issues appropriately
• High level of professionalism, discretion, and confidentiality 

Preferred Skills:

The ideal candidate will demonstrate:

• Client-focused mindset – genuinely cares about client experience and satisfaction
• Strong written communicator – clear, professional, and empathetic in all communications
• Detail-oriented and organized – able to manage multiple client interactions and systems accurately
• Proactive and solution-oriented – identifies issues and opportunities for improvement
• Tech-savvy – comfortable navigating CRM systems and digital tools
• Process-driven – thrives in structured workflows and standardized systems
• Reliable and responsive – consistently follows through and meets deadlines

We Offer:

• Opportunities for professional development.
• A supportive and vibrant working environment.

How to Apply:

Please submit your resume outlining your suitability for the role, along with a writing sample, to assist@ElevateDreams.com. We look forward to learning how you can contribute to our team’s success.

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