Dispatch Lead

ABC Legal Services

15h • Remote

About The Position

The Dispatch Lead is an active dispatching role with territory-level lead responsibilities. In addition to personally handling dispatch assignments within their assigned territory, this position leads a team of dispatchers on complex or hard-to-dispatch jobs, helps maintain SLA and service quality standards, and manages offline vendor relationships to fill coverage gaps. This role serves as a point of contact and escalation for internal departments, management, and territory team members, and contributes to network coverage, offline vendor sourcing, and continuous improvement within their territory.

Requirements

• High school diploma or equivalent; associate's or bachelor's degree preferred.
• 2+ years of experience in legal dispatch, process serving, or a related legal operations role.
• Demonstrated ability to guide or support peers in a fast-paced operational environment.
• Experience coordinating with offline or on-demand vendors preferred.
• Strong organizational and prioritization skills with the ability to manage a personal workload while supporting others.
• Excellent written and verbal communication skills, including the ability to negotiate with external vendors.
• High attention to detail and commitment to compliance with service-of-process standards.
• Proficiency in dispatch or case management platforms; experience with ABC Legal systems preferred.

Nice To Haves

• Familiarity with state-specific service of process rules across multiple jurisdictions.
• Experience identifying and onboarding new process servers or offline vendor contacts.
• Prior experience in a dispatch lead or senior dispatcher role.
• Bilingual proficiency (English/Spanish) is a plus

Responsibilities

• Manage day-to-day dispatch operations within an assigned territory, ensuring timely and accurate routing of legal documents in line with SLA and quality standards
• Serve as a working lead for a team of dispatchers, providing guidance, support, and task coordination to drive performance and maintain workflow efficiency
• Support team members on complex or high-priority assignments, offering strategic direction on hard-to-dispatch jobs (e.g., rural, high-volume, or time-sensitive requests)
• Monitor territory performance, including coverage, turnaround times, and pricing, and make data-informed adjustments to meet service and cost expectations
• Review and approve pricing exceptions, sheriff service requests, and other escalated dispatch decisions
• Act as a primary point of contact for internal stakeholders, handling escalations, resolving issues, and communicating proactively on service risks or delays
• Source, onboard, and manage offline vendors to support coverage gaps, including negotiating rates and ensuring timely job completion and payment
• Partner with recruiting and network teams to identify coverage needs and support growth of the process server network
• Maintain accurate documentation of dispatch activity, vendor performance, and territory metrics
• Identify process improvement opportunities and contribute to initiatives that enhance dispatch efficiency, coverage, and service quality

Benefits

• Health, Dental, Vision insurance
• 401(k) with company matching
• Paid time off
• 7 Paid company holidays
• 4 Floating holidays per-year
• Life Insurance and AD&D Insurance
• Long Term Disability
• Health Care Reimbursement Flexible Spending Account
• Dependent Care Flexible Spending Account
• EAP (Employee Assistance Program)
• Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree