Operations Coordinator, Litigation Support

Steno

72d • $20 - $25

About The Position

As a member of the Litigation Support team at Steno, you will be responsible for triaging and routing incoming Litigation Support tickets, ensuring prompt resolution and adherence to service-level agreements (SLAs). You will manage communications to ensure inquiries are properly routed, handle incoming phone calls, and manage ticket and case management in Zendesk, including managing duplicate records, merging cases, and ensuring data accuracy. Collaboration across functions will be key to resolving customer issues and concerns, including the escalation of time-sensitive requests to the appropriate person or department as needed. You will monitor job milestones, request vendor updates, update internal systems with critical notes and updates, and provide customers with job status. Outstanding customer service is essential, maintaining a hospitality mindset and a professional and empathetic approach in all interactions. Additionally, you will support ongoing Litigation Support projects, including the maintenance of company reference materials and managing notes from Lit Support meetings.

Requirements

• Operational experience within the litigation industry or previous experience in a similar role.
• Background in operations, customer success, or legal support.
• Highly organized, efficiency and process driven.
• Ability to juggle multiple tasks and projects at once.
• Experience with Zendesk, Gmail, or similar platforms for managing tickets, client communications, and workflows.
• Proactive problem-solver who can operate effectively in a remote environment.
• Excellent written and verbal communication skills.
• Ability to work effectively with teams across different time zones.

Nice To Haves

• Familiarity with the litigation support industry.
• Basic understanding of operational aspects like eFiling, service of process, court filings, and case management.

Responsibilities

• Triage and route incoming Litigation Support tickets, ensuring prompt resolution and adherence to SLAs.
• Manage communications to ensure inquiries are properly routed.
• Handle incoming phone calls, and ticket and case management in Zendesk.
• Manage duplicate records, merging cases, and ensuring data accuracy.
• Collaborate cross-functionally to resolve customer issues and concerns.
• Escalate time-sensitive requests to the appropriate person or department as needed.
• Monitor job milestones and request vendor updates.
• Update internal systems with critical notes and updates.
• Provide customers with job status.
• Support ongoing Litigation Support projects, including maintenance of company reference materials and managing notes from Lit Support meetings.

Benefits

• Salary - $20- $25/hr
• Generous company-sponsored health plans for both employees and dependents, including comprehensive vision & dental.
• Shared wellness/mental health benefits to be used among employees and families.
• Flexible Paid Time Off.
• Options of Equity.
• Access to a 401k through Guideline.
• Home office setup and a monthly stipend to offset internet and phone costs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 251-500 employees