Helpdesk & Customer Experience Coordinator

How to Manage a Small Law Firm•Miami, FL

1d•Remote

About The Position

This role is for someone who is the go-to person when issues arise, demonstrating a strong sense of ownership and a commitment to seeing problems through to resolution. The ideal candidate is thoughtful, responsive, and resourceful, not just answering questions but owning them until solved. They can navigate complex situations, identify key issues, and collaborate effectively to find solutions. This person possesses good judgment, knowing when to handle tasks independently, involve specialists, or escalate potential problems. Organization is key, but in a flexible, adaptable manner that allows for juggling multiple priorities while ensuring others feel supported. The ability to recognize patterns and proactively address recurring issues is highly valued. This role is fundamentally about people, not just tickets, and requires a genuine care for both clients and team members. How To Manage A Small Law Firm is a growing company that helps small law firm owners improve their businesses through better decisions, systems, and financial outcomes. Recognized by Inc Magazine for its rapid growth, the company supports over 500 law firms nationwide. It is a values-driven organization with high standards, emphasizing personal responsibility, hard work, and a positive team environment. They do not tolerate "jerks" and seek individuals who think critically, care deeply, take ownership, and are willing to learn and find answers.

Requirements

Demonstrates a strong sense of ownership and commitment to problem resolution
Thoughtful, responsive, and resourceful
Ability to navigate complex situations and identify key issues
Good judgment in determining when to handle tasks independently, involve specialists, or escalate
Organized and able to juggle multiple priorities
Ability to recognize patterns and proactively address recurring issues
Willingness to raise your hand and say 'I don't know, but I'll find out'
Must be able to sit, type, think, solve problems, and communicate a lot throughout the day
Requires urgency, flexibility, and jumping in when needed
Must be able to work in one of the following states: AZ, CO, FL, GA, IL, MD, MI, NC, NJ, NY, PA, TX, VA, WA

Responsibilities

Receive, triage and manage incoming help requests
Figure out what’s being asked, what’s actually needed, and who needs to be involved
Solve what you can on your own and coordinate the rest
Follow-up until it’s done
Keep people informed
Escalate when something is stuck, slowing down, or quietly dying
Track and report on helpdesk activity (volume, trends, types of issues, where things are coming from, etc.)
Spot patterns and raise your hand when something doesn’t look right
Help improve how we support both our clients and our internal team
Coordinate customer gifts for advisors and team members