About The Position
This role is for an Operations Coordinator within Litigation Support Services at Steno. The position involves owning the process from start to finish, including triaging and routing incoming Litigation Support tickets to ensure prompt resolution and adherence to Service Level Agreements (SLAs). The coordinator will operate in a high-volume, fast-paced environment, managing multiple tickets and priorities while adapting to shifting needs. Key responsibilities include keeping client orders on track by managing communications, monitoring job milestones, requesting vendor updates, and informing customers of status. The role requires problem-solving skills, including resolving issues cross-functionally, escalating time-sensitive requests, and maintaining accurate case records. Strong communication skills with a hospitality mindset are essential for interactions with clients, vendors, and teammates. The coordinator will utilize cutting-edge tools such as Zendesk, Slack, Google Workspace, and eFiling/case management platforms. Additionally, the role involves supporting Lit Support projects like the Guru knowledge base and meeting notes, with opportunities for growth through regular 1:1s, coaching, and quality reviews.
Requirements
- Operational experience in litigation or legal support
- Demonstrated ability to manage high-volume, deadline-driven workflows with precision
- Comfortable reading and interpreting common legal documents (subpoenas, court filings, notices, correspondence)
- Detail-oriented and organized enough to juggle multiple requests at once
- Experience with Zendesk, Slack, Google Workspace
- Experience with eFiling/case management platforms like Journal Tech, Tyler Odyssey, LegalConnect, GreenFiling, Legal CMS, and ServeManager
Nice To Haves
- Prior experience in legal support
- Paralegal work experience
- Customer service experience
- Operations coordination experience
Responsibilities
- Triage and route incoming Litigation Support tickets, ensuring prompt resolution and adherence to SLAs
- Manage multiple tickets and priorities in a high-volume, fast-paced environment
- Adapt quickly as needs shift
- Manage phone and Zendesk communications
- Monitor job milestones
- Request vendor updates
- Keep customers informed on status
- Resolve issues cross-functionally
- Escalate time-sensitive requests to the right person or team
- Keep case records clean and accurate (no duplicates, proper merges)
- Support Lit Support projects like the Guru knowledge base and meeting notes
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
