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TYPE OF WORK
Full Time
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SALARY
$867
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HOURS PER WEEK
40
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DATE UPDATED
Dec 1, 2025
Are you empathetic, detail-oriented, and skilled at guiding people through emotionally challenging situations?
Our rapidly growing family law practice is seeking a Full-Time Client Success Associate to serve as the first point of contact for individuals navigating divorce and custody matters. In this role, you will support potential clients with clarity, compassion, and confidence - helping them feel seen, heard, and understood at one of the most difficult times in their lives.
This is not a standard administrative role. This is a relationship-driven, high-touch, client communication and lead qualification position where your conversations directly influence each prospective client’s journey and our firm’s growth.
As a Client Success Associate, you will guide Potential New Clients through the initial stages of their divorce planning process, help them understand their options, and assess whether they are a fit for moving forward with our firm. Your work ensures that only qualified and ready clients are scheduled with our Client Success Managers, driving meaningful sales outcomes while creating a transformative experience for the individuals we serve.
Key Responsibilities
• Serve as the first compassionate point of contact for individuals seeking legal help during emotionally difficult transitions.
• Conduct structured screening conversations to evaluate case fit, readiness to hire, pricing alignment, and attorney-fit criteria.
• Provide clear, intelligent, and empathetic answers to prospective client questions without providing legal advice.
• Help callers understand the Firm's process, offering clarity, options, and guidance that supports confident decision-making.
• Organize paperwork and complete data entry in the case management system to streamline client onboarding.
• Manage attorney and Client Success Manager calendars, ensuring qualified PNCs are scheduled efficiently.
• Handle inbound calls,
• Assist with administrative tasks including document management, data organization, and research to support firm operations.
• Collaborate with marketing to support prospective client pipelines and partnership initiatives.
Qualifications
• 4+ years of experience in client service, intake, sales, customer success, or a similar client-facing role (law firm or professional services experience preferred).
• Exceptional English communication skills - empathetic, articulate, and confident handling sensitive conversations.
• Proven ability to have difficult conversations while staying grounded, supportive, and solution-focused.
• Strong listening and assessment skills, especially when evaluating client fit and readiness.
• Highly organized with excellent follow-through and accurate documentation habits.
• Comfortable using case management systems (Clio Manage or similar), CRMs, and Google Workspace.
• Ability to work full-time during U.S. Eastern Time business hours.
Work Schedule
• Full-time (40 hours/week)
• Must be available during U.S. Eastern Time for client communication and team collaboration
Compensation & Benefits
• USD 5/hr
• Performance-based bonuses
• Paid training and ongoing professional development
• Long-term, growth-focused role within a mission-driven firm
Screening Questions (please answer all to be considered)
1. Tell me about a time you helped someone through an emotionally difficult situation. How did you make them feel supported while still guiding the conversation?
2. How would you explain a complex process to a client in a way that gives them clarity without crossing into giving legal advice?
3. What steps do you take to determine whether a prospective client is a good fit to move forward, and how do you communicate that in a supportive way?
4. If a potential client expresses concern about price or hesitates to book a consultation, how would you address their concern while emphasizing the value of our firm?
5. Tell me about your experience using systems (CRM, case management, or similar tools) and how you ensure your notes and data are accurate and organized.
How to Apply
• Submit your résumé, a video introduction, and responses to the screening questions.
• Use the subject line: “Client Success Associate – [Your Name] – DWAP”
• Only shortlisted candidates will be contacted.
