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About Tort Experts
At Tort Experts, we are redefining performance marketing in the legal sector. Our mission is to democratize access to information for individuals who have been injured, connecting them with law firms that can truly advocate for their rights and achieve successful outcomes. As an innovative, vertically integrated legal case acquisition marketing company, we leverage cutting‑edge technology, data‑driven insights, and a commitment to transparency to disrupt the status quo.
About The Role
The Client Success Operations Coordinator plays a key role in supporting the Client Success Director and Client Success team by maintaining an organized and efficient pipeline, coordinating internal tasks and action items, and ensuring client projects move smoothly through each stage. This role is responsible for tracking deliverables, facilitating communication across departments, and keeping both the team and client success operations on track.
Location
Remote – online, available 9am – 5p ET.
What You’ll Do
* Maintain and update the Client Success pipeline daily, ensuring all deals, stages, notes, tasks, and next steps remain accurate and clearly visible.
* Manage all project timelines, dependencies, deliverables, and action items, proactively ensuring accountability and steady progress across all active campaigns.
* Coordinate internal collaboration across Marketing, Intake, Media Buying, Operations, Engineering, and Leadership, including scheduling meetings, gathering inputs, and ensuring alignment.
* Identify workflow bottlenecks, risks, or delays early and elevate or propose solutions as needed.
* Maintain organized and accurate client documentation, including project notes, file structures, and internal knowledge bases.
* Create, maintain, and update extremely detailed SOPs, workflow maps, process documentation, and project templates as processes evolve.
* Prepare and deliver weekly and ad‑hoc client reports, status updates, internal summaries, and performance documentation for the Client Success Director and team.
* Assist with budget tracking, invoice support, and case reconciliation, including pacing reviews, verifying retainers, and updating financial sheets.
* Support the creation and accuracy of reporting dashboards and other client‑facing data deliverables in coordination with the Client Success Business Analyst.
* Audit CRM and project data to ensure accuracy, consistency, and adherence to client criteria.
* Assist with onboarding new clients, including material preparation, system setup, configuration, and cross‑team readiness.
* Prepare agendas, recaps, documentation, and follow‑up items for client meetings to ensure clear communication and accountability.
* Step in to support recurring client calls or check‑ins when the Director is unavailable or out of office.
* Serve as a secondary point of contact to ensure continuity of service for the Client Success team.
* Create and configure new client profiles in platforms such as PipeDrive, Retool, ClickUp, and internal systems.
* Add and maintain deal details, rates, criteria, and configuration settings required for proper campaign setup and operational readiness.
* Quickly master new tools and leverage AI (ChatGPT/Gemini) to automate workflows, accelerate task completion, and maintain process efficiency.
* Work closely with Intake, Marketing, Media, Engineering, and Operations to ensure accurate criteria, budget visibility, onboarding readiness, and documentation alignment.
* Coordinate cross‑team troubleshooting for issues related to returns, reporting discrepancies, pacing, or client requests.
* Support QA efforts by reviewing case quality and flagging any inconsistencies or risks to the Director.
Qualifications
* 4–7 years experience in client services, operations, and/or project coordination (preferably in a fast‑paced environment).
* Exceptional administrative and organizational skills, with a demonstrated ability to keep large, complex pipelines organized and updated.
* Strong CRM experience, ideally PipeDrive or Salesforce, including data entry, workflow administration, and maintaining clean, structured deal flows (required).
* Strong project management experience (and organizational skills) using PM tools such as ClickUp (preferred).
* Excellent written and verbal English communication skills.
* Very comfortable with client interactions via email and/or video meetings/calls.
* High responsiveness, strong follow‑through, and a proactive mindset.
* Ability to prioritize and manage multiple deadlines.
* Comfort using/learning AI tools to streamline workflows, automate tasks, and generate templates.
* Ability to take ownership and deliver error‑free work consistently.
* Prior experience supporting client‑facing teams is strongly preferred.
* Mass tort or legal case acquisition familiarity is a plus (but not required).
Benefits
* Uncapped quarterly profit‑sharing bonuses based on company performance.
* 100% company‑paid monthly premiums for Fortune 500 level quality insurance plans for you and any/all dependents (US based employees):
o Medical (Aetna)
o Dental (Guardian)
o Vision (Guardian)
* 100% company match on any employee contributions to either HSA or FSA flex benefits plans (US based employees):
o $500 free FSA company contribution, even if $0 employee contribution
* 401k plan with full company match of up to 6% of salary and no vesting period required (US based employees).
* Unlimited paid time off with planned role/responsibilities coverage.
* Work from home equipment budget (at company's discretion).
* Forever remote work environment.
Why Join Us?
At Tort Experts, we believe in empowering our team members with growth opportunities, a flexible work environment, and the chance to make a tangible impact. If you thrive in fast‑paced environments, are client‑focused, and eager to contribute to our mission of connecting clients with top‑tier legal representation, we invite you to apply today and help transform access to justice.
EEO Statement
Tort Experts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This applies to all terms and conditions of employment.
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