Client Success & Resolution Lead

Modern Family Law

Job Overview

Location

Remote

Salary

USD 100,000 - 115,000 yearly

Employment Type

Full-time

Work Arrangement

Remote

Sector

Customer Service & Support

Experience Level

Mid-level (3-5 years)

Application Deadline

June 2, 2026

About the Company

Modern Family Law is a progressive, technology-driven, and empathetic legal practice dedicated to assisting individuals in navigating life transitions with peace and clarity. We understand that to effectively serve our clients, we must first support our team. This commitment is reflected in our provision of a flexible work-from-home environment, competitive compensation, and exceptional benefits.

At Modern Family Law, we foster a collaborative atmosphere where every team member is valued as an equal. Our mission is to provide a seamless and supportive experience for clients during what can be a challenging time, ensuring they can move forward confidently.

Job Description

Modern Family Law is seeking a dedicated Client Success & Resolution Lead to enhance our client experience and streamline issue resolution.

In this vital role, you will act as a bridge between our clients and internal teams, proactively identifying and addressing concerns to ensure satisfaction and maintain trust. Your efforts will directly contribute to the firm's mission, vision, and values by fostering positive client relationships and strengthening client retention.

This position is crucial for establishing consistent service standards and improving operational accountability as the firm continues to grow. You will be instrumental in ensuring that every client interaction aligns with our commitment to exceptional service and care.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Advanced ExcelData AnalysisSalesforceCase Management SystemsWorkflow SystemsFinancial UnderstandingBilling StructuresCollectionsAR ImpactOperational ReportingProcess MappingRoot Cause AnalysisKPI DashboardsEmotional IntelligenceProfessionalismConflict ResolutionDe-escalationCommunication SkillsOwnership MentalityAccountabilityCritical ThinkingJudgmentPattern RecognitionComposureProactive Self-starterOrganizational SkillsPrioritization SkillsFlexibilityDeadline Management

Key Responsibilities

Monitor and identify recurring client concerns, operational friction points, communication breakdowns, and billing-related dissatisfaction.
Develop proactive risk indicators and escalation protocols to identify at-risk client matters early.
Evaluate the holistic impact of client dissatisfaction, including financial, operational, and reputational risks.
Conduct detailed reviews and root cause analysis to determine the underlying drivers of disputes or negative client experiences.
Analyze trends across offices, legal teams, and workflows to identify systemic issues.
Recommend process improvements to reduce future client friction based on feedback and data.
Serve as the primary point of contact for escalated client concerns and dispute-related matters.
Coordinate with legal, operational, and leadership teams to investigate issues and facilitate timely resolutions.
Manage resolution workflows and ensure consistent communication with clients.
Implement standardized client experience and dispute resolution procedures across all offices.
Provide leadership with recommendations related to client concerns, dispute trends, and service improvement opportunities.
Support the development of centralized reporting dashboards and KPI tracking.

Qualifications

Bachelor’s degree in finance, business, communications, operations, or a related field.
Advanced Excel and data analysis skills.
Experience with Salesforce, case management, and workflow systems.
Strong financial understanding including retainers, billing structures, collections, and AR impact.
Experience interpreting operational and financial reporting.
Process mapping and root cause analysis capabilities.
Ability to build and maintain KPI dashboards and reporting tools.
High emotional intelligence and professionalism.
Conflict resolution and de-escalation expertise.
Strong communication skills with the ability to work effectively with clients, attorneys, and cross-functional departments.
Strong ownership mentality and accountability.
Critical thinking, sound judgment, and pattern recognition.
Ability to navigate emotionally sensitive situations with composure and professionalism.
Ability to thrive in a fast-paced and scaling organization.
Ability to be a proactive self-starter.
Strong judgment regarding confidentiality and sensitive business matters.
Excellent organizational and prioritization skills.
Flexibility and ability to respond quickly to shifting demands.
Ability to manage deadlines and shifting priorities.

Benefits & Perks

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Short Term & Long Term Disability
Training & Development
Eligible for Work From Anywhere after 6 months
HSA/FSA options
Employee assistance program
Additional voluntary benefits: accident insurance, life insurance, disability insurance, critical illness insurance, long-term care insurance, and pet insurance.
Commuter and transit benefits may be available in some locations.

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

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The legal services industry is experiencing significant growth, driven by increased demand for accessible and efficient client support. This role is pivotal in enhancing client satisfaction and operational efficiency within a scaling law firm. Key technical skills include advanced data analysis, CRM systems like Salesforce, and understanding financial reporting for client accounts. The position's impact on business ROI is substantial, as it directly influences client retention, reduces operational friction, and supports the firm's overall growth trajectory by ensuring consistent, high-quality client experiences.