About LegalZoom

We're here to make legal help accessible to all. LegalZoom transformed the legal industry with the launch of our online services and groundbreaking technology in 2001. Since then, millions of customers have counted on us to officially start and run businesses, protect brands and intellectual property, and look after loved ones through wills and trusts.

As the industry leader for over 20 years, innovation remains at the center of all we do. We're creative thinkers and problem solvers with a passion for building legal and tax products that make a positive impact on the world, and we're always looking for exceptional people to push us further.

With us, you'll do work that's as rewarding as it is challenging with a team where every voice matters and diversity, equality, and inclusion are truly embraced. Together, we'll continue to democratize the law and make a real difference in the lives of millions.

Remote-first

Since March 2020, our Zoomers have worked remotely and reported an overall better work-life balance with more time for family and personal wellness.

At the end of 2021, LegalZoom made the official commitment to being a remote-first company. Remote-first means that there is no expectation that Zoomers come into an office for a fixed number of days outside of those employees identified as essential onsite workers. While we remain a remote-first culture, our local offices have evolved as collaboration spaces for Zoomers to meet and engage in person.

This position will be (remote/or SF Bay Area, LA Metro, and Austin Metro office location/s).

Overview

We are seeking a hard-working, detail-oriented, and passionate team member to join the Attorney Services team as an Attorney Support Specialist. The Attorney Support Specialist will serve as a liaison between LegalZoom’s growing network of attorneys and our customers. You’ll be part of a team dedicated to connecting our customers to world-class professionals through our nationwide legal plans, and other innovative attorney-assisted services. As such, you will go above and beyond to ensure our attorney and customer’s needs are met and that we surpass their expectations.

You will

• Promptly respond to legal plan attorney inquiries to ensure they are well positioned to efficiently and effectively provide a world-class legal consultation.
• Primary support of new and existing attorney-assisted services to ensure their success with attorneys and customers.
• Ensure customer escalations are resolved within agreed-upon timelines, process change ideas are implemented, and influence others towards action and change.
• Handle inbound calls and make outbound calls to existing customers in support of the legal plan services.
• Respond to a high volume of email communications from legal plan attorneys and customers daily.
• Update accounts to accurately reflect all communications with legal plan attorneys and customers and document the corresponding outcomes.
• Identify and send appropriate LegalZoom documents to law firms daily in preparation for their consultations.
• Monitor attorney availability trends and report common feedback to help identify opportunities to continuously improve the customer experience and process efficiencies.
• Identify and log technical issues for quick resolution.
• Participate in a number of attorney related quality assurance programs and initiatives.
• Enroll and maintain our Local Attorney Directory network to ensure accuracy in the resources we are providing our legal plan customers.

You have

• High school diploma required; Associates degree (or above) preferred.
• 2-3 years of similar work experience; preferably experience interacting with attorneys and/or law firm professionals.
• Excellent written and verbal communication skills.
• Ability to de-escalate escalated issues for a pleasant customer experience.
• Must be able to work flexible shifts and overtime upon request.
• Proven ability to be a self-starter and able to work independently in a fast-paced work environment.
• Team player with the ability to build and foster collaborative relationships with internal and external business partners.
• Strong attention to detail, organizational skills and the ability to multitask and prioritize tasks.
• Proficient computer and technology skills, and the ability to navigate and operate multiple applications.

LegalZoom is a remote-first company and the national range for this role is ($39,700 – $57,200). Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Paid Time Off
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Short-Term/Long-Term Disability Insurance
• Plus other wellness benefits to include:

• Fertility
• Mental Health
• One Medical
• Fringe lifestyle benefits up to $250

Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom 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.

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