Help legal professionals get unstuck when things get tense. As a Client Escalations Specialist with One Legal, an InfoTrack company, you are the calm in the storm: the person clients reach when something went sideways and they need a sharp, steady human to fix it. You will own sensitive issues from first contact through resolution, protecting both the relationship and the business.
About One Legal, an InfoTrack Company
One Legal is a long standing legal technology leader that helps law firms file court documents across California, manage service of process nationwide, and streamline daily legal operations. For more than 30 years they have built respected, innovative tools for legal professionals. The culture is ambitious but people centered, focused on high performance, professional development, open communication, and transparent leadership.
Schedule
- Fully remote position, based in the United States
- Full time, Monday through Friday
- Standard business hours, with flexibility to handle time sensitive escalations
- Collaborates closely with support, operations, and leadership teams in a virtual environment
What You’ll Do
- Serve as the primary point of contact for upper level client support and escalated issues
- De escalate sensitive client situations with empathy, clarity, and professionalism
- Proactively monitor “problem jobs” and move them toward efficient, accurate resolution
- Investigate root causes using all available systems and resources to prevent repeat issues
- Maintain accurate, detailed records in ServeManager and other internal tools
- Partner with your manager to align your work with corporate and departmental goals
- Stay current with product and technology changes that impact client experience
- Identify patterns in escalations and suggest process improvements or training needs
- Support onboarding and ramp up of new team members by sharing knowledge and best practices
What You Need
- 3 or more years of customer support experience, preferably in a call center environment
- Experience with CRM and support tools such as Salesforce or Intercom
- Legal services or litigation support experience is a strong plus
- Excellent written and verbal communication skills with strong interpersonal awareness
- Proven ability to stay composed, objective, and solutions focused under pressure
- Strong time management and organizational skills with a proactive approach
- Comfortable collaborating across teams and levels, with many different personalities
- Self motivated, curious, and open to coaching and continuous improvement
Benefits
- Base pay range: 50,000 to 63,000 dollars per year, depending on experience and skills
- Eligibility for bonus, commissions, equity, and a competitive total rewards package
- 401(k) with company match
- Medical, Dental, and Vision insurance with a high percentage of premiums covered for you and a significant share for your family
- Employer funded Short and Long Term Disability, Life, and AD&D insurance
- 20 days of Paid Time Off (PTO)
- 11 paid holidays
- “Be Me Time” for mental health, recharging, or volunteering
- Matching Gift Program
- Monthly internet stipend for remote employees
- Inclusive, supportive culture where your background and perspective are genuinely valued
If you are the person everyone hands the hard calls to because you can listen, untangle the mess, and keep people feeling heard, this is your lane. Do not wait around and let it pass you by.
Happy Hunting,
~Two Chicks…