**Department Mission**
Create an exceptional, proactive, and consistent client experience from the moment a client hires the firm until the successful completion of their legal matter.
**Reports To**
Operations Lead
**Direct Reports**
- Communication Specialists
- Future Client Experience team members
**Primary Responsibilities**
- Lead the Client Experience department.
- Coach and develop Communication Specialists.
- Own the firm’s client communication standards.
- Ensure every client receives timely, accurate, and professional communication.
- Monitor and improve client satisfaction.
- Own the client journey from onboarding through case completion.
- Manage client escalations and service recovery.
- Monitor department KPIs and report results weekly.
- Continuously improve client experience processes.
- Partner with Legal, Revenue, Operations, and Finance to eliminate friction in the client journey.




- Maintain and improve the firm’s phone system and communication workflows.
- Ensure SOP compliance and ongoing staff training.
**KPIs**
- Client satisfaction
- Google review rating
- Response time
- Missed call recovery
- Client escalations
- Review request completion
- Referral generation
- Communication SLA compliance
- Proven leadership experience.
- Strong customer success or client experience background.
- Excellent coaching and accountability skills.
- Highly organized and process-oriented.
- Comfortable working with KPIs and data.
- Calm under pressure.
- Passionate about delivering exceptional service.
- Experience in legal, healthcare, hospitality, or other service businesses is preferred.
Work Location: Remote

📌 Client Experience Manager (México)
🏢 Santos Khoury
📍 México