InfoTrack US

As a Client Experience Specialist, you will address and resolve client inquiries through effective communication while advocating for clients and influencing product improvements. You will also maintain accurate client records and collaborate with your manager to meet corporate goals. | Candidates should have at least 2 years of customer support experience, preferably in a call center environment, and familiarity with CRM systems like Salesforce. Experience in SaaS and legal services is a plus, along with strong communication and problem-solving skills. | About One Legal, an InfoTrack Company One Legal, a division of InfoTrack, is a one-stop online solution for legal professionals to file court documents in every California court, manage service of process nationwide, and more. A leader in innovative technology solutions for legal professionals for more than 30 years, One Legal continues to be among the most respected in the industry. As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, we'd love for you to join us. About the role As a Client Experience Specialist at One Legal, you will play a pivotal role in a dynamic and client-focused support team dedicated to educating, empowering, and advocating for our clients. Your primary responsibility will be to address and resolve client inquiries through clear, effective verbal and written communication, with a strong emphasis on active listening and understanding. You'll ensure efficient and effective resolutions that meet our clients' needs by leveraging all available resources. In this role, you will be recognized for your reliability and ability to maintain composure under pressure, consistently demonstrating empathy in client interactions. You are a quick learner with a talent for multitasking, open to coaching, and driven by curiosity. Your commitment to teamwork is evident as you continually seek ways to enhance your own performance, contribute to the team, and drive company success. This is a fully remote role, based in Pacific Time. The hours are M-F, 9:00am - 6:00pm PT. Responsibilities Client Experience: Lead clients through the One Legal platform to complete tasks. Maintain accurate client records in Salesforce. Own your learning and communicate effectively with your manager. Advocate for clients by reviewing materials and providing feedback to internal teams. Solve problems efficiently, ensuring a high-quality client experience. Represent the client's voice to influence product improvements. Driver of Results: Seek solutions to enhance the employee experience and celebrate team successes. Collaborate with your manager to meet corporate goals. Understand and act on key KPIs to consistently deliver exceptional client service. Continuously improve the client experience through proactive learning. Operational Excellence: Embrace new technology to improve service and efficiency. Address productivity issues with your team and suggest improvements. Assist in onboarding new team members. Focus on de-escalation to minimize client delays. Follow all policies and guidelines. Participate in discussions to ensure consistent practices and communication. 2+ years in Customer Support, with a preference for Call Center experience. 2+ years working with CRM systems; Salesforce experience preferred. Experience in SaaS, especially in legal services, is a plus. Skilled in optimizing telephonic support systems; DialPad experience preferred. 1+ years in legal/litigation support preferred. High school diploma required; advanced studies or equivalent work experience valued. Compensation The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications. $19.25 - $22.12 per hour What Sets One Legal, an InfoTrack Company apart At One Legal, we’re committed to a workplace where everyone feels comfortable doing their best work and having fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need. Our benefits guide, located here, illustrates what we offer full-time employees and a sneak preview is below: 401(k) Match Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance 20 Days of Paid Time Off (PTO) 11 Paid Holidays “Be Me Time” off for mental health, re-charging, volunteering Matching Gift Program Monthly Internet Stipend for Remote Employees Our Commitment We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold. InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Lead and motivate a team of customer support specialists to deliver exceptional service while participating in frontline support and handling escalations. Monitor performance metrics and implement quality assurance processes to drive continuous improvement. | A bachelor's degree in business or a related field is preferred, along with 2+ years of experience in customer support with leadership responsibilities. Strong leadership, communication, and problem-solving skills are essential for success in this role. | About Green Filing Green Filing is a leading platform built to simplify the electronic court filing process for legal professionals. Since 2009, we’ve been committed to delivering an intuitive, secure, and reliable e-filing platform that makes filing fast, easy, and accessible for everyone—from attorneys and support staff to novice users. With features designed to save time and reduce complexity, Green Filing empowers legal professionals to work smarter, not harder, ensuring they can focus on delivering first-class support to their clients. As a forward-thinking company, we understand that our people drive our success. That’s why we are committed to fostering a culture of innovation, collaboration, and professional growth. If you’re passionate about building cutting-edge solutions that transform the legal industry, we’d love for you to join us. About the role As the Supervisor of Customer Support at Green Filing, you will lead a team of support specialists to ensure a seamless, high-quality experience for our customers. This role combines people management with hands-on customer engagement, making it ideal for a leader who thrives in both strategic and operational work. You’ll foster a positive, collaborative team culture, equip team members with the tools and knowledge to succeed, and serve as a key liaison between the support team and senior leadership. Your contributions will directly impact customer satisfaction and help drive the overall direction of our support operations. This is a remote role, based in Pacific Time. Responsibilities Lead, coach, and motivate a team of customer support specialists to deliver exceptional service Participate in frontline support and handle complex or high-impact escalations through resolution Oversee training, performance reviews, and professional development to maintain a skilled and engaged team Manage support for high-profile clients and 40+ branded e-filing partners Monitor and report on key metrics, ensuring adherence to performance standards and business goals Implement quality assurance processes, conduct regular audits, and drive continuous improvement Collaborate cross-functionally to enhance the customer experience and streamline support operations Analyze customer feedback to identify trends and inform strategic initiatives Manage administrative tasks including scheduling, timecards, and PTO requests Bachelor’s degree in business, communications, or a related field preferred 2+ years of experience in a customer support role, including leadership or supervisory responsibilities Strong leadership, communication, and problem-solving skills Proven ability to lead teams, resolve complex customer issues, and make sound decisions under pressure Comfortable working in a fast-paced, dynamic environment Familiarity with CRM systems, customer support tools, and basic technical troubleshooting Excellent time management and organizational skills, with the ability to prioritize effectively Industry knowledge and experience with customer service best practices is a plus Ability to manage conflict and foster a positive team culture Compensation The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus or commissions, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications. $60,000 - $75,000 base pay What Sets Green Filing & InfoTrack apart At Green Filing & InfoTrack, we’re committed to a workplace where everyone feels comfortable doing their best work and having fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need. Our benefits guide, located here, illustrates what we offer full-time employees and a sneak preview is below: 401(k) Match Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance 20 Days of Paid Time Off (PTO) 11 Paid Holidays “Be Me Time” off for mental health, re-charging, volunteering Matching Gift Program Monthly Internet Stipend for Remote Employees Our Commitment We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold. InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Design, build, and maintain BI dashboards and reports using SQL and Power BI, communicate data insights to stakeholders, lead data projects, and improve reporting workflows. | 4+ years data analyst experience in tech, strong SQL and BI tool expertise, scripting skills, ability to translate business questions into analytics, and good communication and project management skills. | About InfoTrack InfoTrack is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. We're global leaders in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system. As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us. About the role Responsibilities Utilize business intelligence and reporting software (PowerBI), database tools (SSMS, SSRS, SSIS, Snowsight), or Microsoft Excel to design, build, assess, maintain, improve, and distribute dashboards and reports, combine data, and present accurate information. Communicate complex data findings and recommendations in a way that is easily understandable by stakeholders with varying levels of technical expertise Establish close working relationships with a variety of cross-functional stakeholders including leadership, data engineering, and business development teams Gather and process raw data at scale (including writing scripts, web scraping, calling API’s, write SQL queries, etc.) Develop reporting dashboards and handle ad hoc data requests for stakeholders across all business functions with a customer and stakeholder-oriented focus that is easily consumable through visualization, presentation, and storytelling. Distill complex data and relationships into clear, concise charts and visualizations Process data into a form suitable for analysis- then do the analysis that drives key and actionable business insights Lead data projects from conception to delivery, utilizing project management concepts Perform quality assurance and validation of analytical work to ensure accuracy and reliability Identify and implement opportunities to improve reporting, data workflows, and stakeholder experience 4+ years of data analyst experience at a technology company, including use of SQL, defining metrics, delivering regular insights reports, building dashboards, and making recommendations Experience with B2B transactional platforms and experience in legal/legal tech companies preferred Strong SQL expertise, including aggregations, data windowing, and performance optimization, with knowledge of data warehousing concepts Proficient with BI tools (Power BI preferred, SSRS also valued) and experienced in scripting languages for data manipulation (Python/R/SQL) Skilled at translating business questions into analytical problems (e.g., churn, acquisitions, adoption) and delivering actionable insights Detail-oriented, outcome-driven, and able to work independently with strong project management abilities Excellent communication skills; thrives in fast-changing, ambiguous environments under time constraints Curious, proactive, and open to learning new tools/technologies; experienced in mentoring junior team members Basic understanding of APIs and data integrations Compensation The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications. $86,000 - $115,000 base pay What Sets InfoTrack apart At InfoTrack, we’re committed to a workplace where everyone feels comfortable doing their best work and having fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need. Our benefits guide, located here, illustrates what we offer full-time employees and a sneak preview is below: 401(k) Match Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance 20 Days of Paid Time Off (PTO) 11 Paid Holidays “Be Me Time” off for mental health, re-charging, volunteering Matching Gift Program Monthly Internet Stipend for Remote Employees Our Commitment We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold. InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.