When clients are heated and the stakes are high, you’re the calm in the room. This role is all about owning escalations end-to-end, finding root causes fast, and turning messy situations into clean resolutions that protect the client relationship and improve the system behind the scenes.
About One Legal, an InfoTrack Company
One Legal is an online solution that helps legal professionals file court documents in every California court, manage service of process nationwide, and more. Backed by 30+ years in legal tech, they’re known for trusted tools, operational excellence, and a culture built on development, transparency, and high performance.
Schedule
• Fully remote (U.S.)
• Hours and time zone not listed
• Fast-paced, escalation-heavy environment with operational excellence focus
What You’ll Do
• Serve as the primary point of contact for upper-level support and de-escalate sensitive client situations
• Proactively monitor and resolve problem jobs, prioritizing a high-quality client experience
• Investigate issues to identify root causes and drive efficient resolutions using all available resources
• Maintain accurate documentation in ServeManager and follow established policies
• Partner with your manager to meet department and company goals
• Stay current on technology improvements to increase efficiency and service quality
• Assist with onboarding and supporting new team members
What You Need
• 3+ years of customer support experience (call center preferred); legal services familiarity is a plus
• Experience with CRM and support platforms (Salesforce, Intercom, or similar)
• Strong written and verbal communication with excellent interpersonal skills
• Self-motivated, proactive, and able to thrive in a fast-moving environment
• Strong time management and organization with a consistent follow-through habit
• Ability to collaborate across levels and work well with diverse personalities and skillsets
Benefits
• Salary range: $50,000 to $63,000 base pay
• 401(k) match
• Medical, dental, and vision insurance (InfoTrack covers 85% of employee premiums and 70% of family premiums)
• Employer-funded short and long-term disability, life, and AD&D insurance
• 20 days PTO
• 11 paid holidays
• “Be Me Time” for mental health, recharging, or volunteering
• Matching gift program
• Monthly internet stipend for remote employees
If you’re built for high-pressure problem solving and you know how to protect relationships while fixing what broke, this is a strong move.
Be the reset button. Be the resolution.
Happy Hunting,
~Two Chicks…