Premium Support Manager

U.S. Legal Support•Los Angeles, CA

6h•Remote

About The Position

Are you organized, detail-oriented, and customer service-driven? Do you thrive in a fast-paced environment, enjoy problem-solving, and excel at multitasking? If so, U.S. Legal Support is looking for a Premium Support Manager to join our team! 📍 Location: Remote - California 🕒 Schedule: (Must work Pacific time zone) Monday – Friday, 8:30 AM – 5:30 PM PST WHAT YOU’LL DO: CLIENT & CASE MANAGEMENT Manage resources to specific performance expectations, ensuring an engaged and accountable workforce that delivers a superior client experience. Collaborate with supervisors to maintain regular and ongoing communication. Respond to urgent client and resource requests outside normal business hours as needed. Build and nurture relationships with key service providers. Proactively manage jobs in progress, ensuring timely completion and best practices are applied. Partner with Sales to ensure client satisfaction. Actively demonstrate company values and commitment to service excellence. Work closely with Production to manage deliverables such as rough drafts, exhibits, transcripts, and video content. CASE PREPARATION & ORGANIZATION Gather and review case materials, including notices of deposition, complaints, and captions, to initiate research. Develop case-specific “standing orders” for deliverables, including real-time transcripts, rough drafts, exhibits, and video. Identify all participating parties in a case and establish communication regarding standing orders. Create detailed case memos and enter relevant notes into internal systems. Communicate standing orders with all appropriate internal departments.

Requirements

High school diploma or equivalent required.
3-5 years of experience in litigation support or a relevant field.
Strong problem-solving skills with the ability to work under pressure.
Excellent written and verbal communication skills.
Ability to manage multiple tasks and prioritize effectively.
Proficiency in office technology and case management systems.

Responsibilities

Manage resources to specific performance expectations, ensuring an engaged and accountable workforce that delivers a superior client experience.
Collaborate with supervisors to maintain regular and ongoing communication.
Respond to urgent client and resource requests outside normal business hours as needed.
Build and nurture relationships with key service providers.
Proactively manage jobs in progress, ensuring timely completion and best practices are applied.
Partner with Sales to ensure client satisfaction.
Actively demonstrate company values and commitment to service excellence.
Work closely with Production to manage deliverables such as rough drafts, exhibits, transcripts, and video content.
Gather and review case materials, including notices of deposition, complaints, and captions, to initiate research.
Develop case-specific “standing orders” for deliverables, including real-time transcripts, rough drafts, exhibits, and video.
Identify all participating parties in a case and establish communication regarding standing orders.
Create detailed case memos and enter relevant notes into internal systems.
Communicate standing orders with all appropriate internal departments.