Client Success & Resolution Lead

Modern Family Law is seeking a Client Success & Resolution Lead. The Client Success & Resolution Lead plays a critical role in advancing Modern Family Law’s mission, vision, and values by improving the overall client experience and strengthening client satisfaction across the firm. 

This position serves as a strategic operational partner responsible for proactively identifying and addressing client concerns before they escalate into formal disputes or complaints.

The role acts as a central point of coordination between clients, attorneys, finance, and operational teams to ensure concerns are handled professionally, consistently, and in alignment with the firm’s standards of service and client care.

As Modern Family Law continues to scale, this role will help establish consistent client experience standards, improve operational accountability, and support long-term client trust and retention.

Client Issue Identification & Root Cause Analysis

• Monitor and identify recurring client concerns, operational friction points, communication breakdowns, and billing-related dissatisfaction.
• Develop proactive risk indicators and escalation protocols to identify at-risk client matters early in the process.
• Evaluate the holistic impact of client dissatisfaction, including financial impact, operational disruption, reputational risk, client retention concerns, and potential impact on attorney and staff performance.
• Conduct detailed reviews and root cause analysis to determine the underlying drivers of disputes, complaints, or negative client experiences.
• Analyze trends across offices, legal teams, billing practices, and operational workflows to identify systemic issues and opportunities for improvement.
• Utilize client feedback, dispute data, Google reviews, and operational reporting to recommend process improvements that reduce future client friction.
• Identify recurring themes and provide leadership with actionable recommendations to improve communication standards, service delivery, billing transparency, and operational consistency across the firm.

Client Resolution & Operational Improvement

• Serve as the primary point of contact for escalated client concerns and dispute-related matters.
• Coordinate with legal teams, operational and leadership teams to investigate issues thoroughly and facilitate timely resolutions.
• Manage resolution workflows and ensure professional, consistent, and proactive communication with clients throughout the process.
• Implement standardized client experience and dispute resolution procedures across all offices to support consistency as the firm grows.
• Provide leadership with recommendations related to client concerns, dispute trends, operational risks, and service improvement opportunities.
• Support the development of centralized reporting Power BI dashboards and KPI tracking related to client satisfaction, disputes, and operational performance.

What Success Looks Like

• Reduction in formal client disputes, complaints, and billing-related escalations.
• Improved client satisfaction scores, online review ratings, and overall client sentiment.
• Reduction in write-offs, disputes, and attorney time spent managing escalations.
• Increased percentage of client concerns resolved before escalation occurs.
• Improved turnaround times for issue resolution and client follow-up.
• Implementation of measurable operational and communication improvements based on dispute and client feedback data.
• Establishment of scalable client experience standards and resolution processes across all Modern Family Law offices.

Technical Skills

• Advanced Excel and data analysis skills.
• Experience with Salesforce, case management, and workflow systems.
• Strong financial understanding including retainers, billing structures, collections, and AR impact.
• Experience interpreting operational and financial reporting.
• Process mapping and root cause analysis capabilities.
• Ability to build and maintain KPI dashboards and reporting tools.

Soft Skills

• High emotional intelligence and professionalism.
• Conflict resolution and de-escalation expertise.
• Strong communication skills with the ability to work effectively with clients, attorneys, and cross-functional departments.
• Strong ownership mentality and accountability.
• Critical thinking, sound judgment, and pattern recognition.
• Ability to navigate emotionally sensitive situations with composure and professionalism.
• Ability to thrive in a fast-paced and scaling organization.
• Ability to be a proactive self-starter who understands how client experience, client communication, billing concerns, and operational follow-through support broader business objectives.
• Strong judgment regarding confidentiality, client concerns, financial information, and sensitive business matters.
• Excellent organizational and prioritization skills, with the ability to manage multiple initiatives simultaneously.
• Flexibility and ability to respond quickly and positively to shifting demands. 
• Ability to manage deadlines and shifting priorities in a fast-paced environment.

Educational Background

• Bachelor’s degree required in finance, business, communications, operations, or a related field.
• MBA, advanced degree, or relevant certifications are preferred.
• Certifications in conflict resolution, customer experience, or operations management are a plus.

• Health Care Plan (Medical, Dental & Vision)

• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Eligible for Work From Anywhere after 6 months

Mandatory Notices for Applicants: 

ADA Compliance: Candidates must be able to perform the role with or without reasonable accommodation.  Requests for accommodation should be made to the Director of People & Culture in advance. 

Compensation and Benefits: Salary Range: $100,000 - $115,000.  This range is a reasonably reliable estimate of the base salary that this individual is expected to receive.  Actual pay will be adjusted based on experience, location, and other job-related factors permitted by law. 

Comprehensive benefits package includes health insurance, HSA/FSA options, short-term and long-term disability, dental and vision care, life insurance, 401(k), vacation, sick time, and access to an employee assistance program.  Additional voluntary benefits include accident insurance, life insurance, disability insurance, critical illness insurance, long-term care insurance, and pet insurance. Commuter and transit benefits may be available in some locations.  

Modern Family Law will consider all qualified applicants with arrest or conviction records. Modern Family Law is committed to diversity and inclusion in the workplace and has zero tolerance for harassment of any kind. Individuals seeking employment at MFL are considered without regard to their race, color, religion, sex, sexual orientation, gender identity, transgender experience, national origin, age, marital status, ancestry, disability, military status (including discharge status), genetic information, or any other protected class status as set forth by local, state, and federal law.