Helpdesk & Customer Experience Coordinator

How to Manage a Small Law Firm•Miami, FL

1d•Remote

About The Position

This role is the front door and control center for help within the company, owning the Helpdesk. The coordinator is the main point of contact and coordinator for requests across IT, Accounting, Contracts, Events, and other areas. The role involves receiving, triaging, and managing incoming help requests, determining the actual need, solving issues independently, coordinating with others, and ensuring follow-up until resolution. The coordinator must keep stakeholders informed, escalate issues when necessary, and track/report on helpdesk activity. This role is also responsible for identifying patterns in issues, suggesting improvements, and occasionally coordinating tasks like customer gifts. It is a central piece of the company's customer experience, embodying core values and delivering on the brand promise.

Requirements

Thoughtful, responsive, and resourceful
Ability to own requests until solved, not just forward them
Skill in assessing messy situations, finding signal in noise, and organizing solutions
Ability to ask good questions and admit when knowledge is lacking, but persist in finding answers
Good judgment in determining when to handle issues personally, involve specialists, or escalate
Organizational skills to juggle multiple tasks, keep people informed, and make them feel taken care of
Ability to notice patterns and connect dots when issues arise repeatedly
Proactive approach; willingness to address issues and help fix them
Genuine care for people on the other end of requests and for teammates
Commitment to getting things right
Ability to work independently and take ownership
Willingness to say 'I don't know, but I'll find out'
Must be able to work in AZ, CO, FL, GA, IL, MD, MI, NC, NJ, NY, PA, TX, VA, WA

Nice To Haves

Experience in a helpdesk or customer support role
Familiarity with law firms or small business operations

Responsibilities

Receive, triage and manage incoming help requests
Determine what is being asked and what is actually needed
Identify who needs to be involved in resolving requests
Solve what can be handled independently and coordinate the rest
Follow-up on requests until completion
Keep stakeholders informed about the status of their requests
Escalate issues that are stuck, slowing down, or not being addressed
Track and report on helpdesk activity, including volume, trends, types of issues, and sources
Identify patterns in issues and raise concerns when something doesn't look right
Help improve the support process for clients and internal teams
Coordinate tasks such as customer gifts for advisors and team members