Client Support Manager

Location: Houston, California, or New York - Hybrid

Travel: Required to assigned facilities

Schedule: Full-Time - Hours are PST

About the Role:

U.S. Legal Support is seeking a Client Support Manager to provide leadership and strategic direction across all client support operations. This role is responsible for overseeing daily activities, managing staff performance, and ensuring an exceptional experience for both internal and external clients. The ideal candidate will be passionate about client satisfaction, employee development, and driving operational excellence across multiple business lines.

Essential Job Functions:

• Define and implement policies and performance standards across all client support areas and regions.
• Evaluate and recommend operational improvements based on performance data.
• Lead and manage support teams, including recruitment, hiring, training, and performance management.
• Drive client satisfaction by improving processes and reducing churn through effective issue resolution and feedback mechanisms.
• Monitor and manage KPIs to optimize productivity and service quality.
• Build and maintain positive client relationships by proactively addressing concerns and ensuring timely resolutions.
• Collaborate with leadership on special initiatives and projects.
• Maintain team coverage and ensure continuity during staff absences.
• Allocate budget resources for personnel, supplies, and equipment.
• Enforce company policies and procedures, including the ability to take disciplinary action if necessary.
• Continuously improve client support workflows to enhance efficiency and effectiveness.
• Perform other duties as assigned by management.
  
  

Requirements:

• High school diploma or equivalent required; BA/BS degree or 4 years of relevant court reporting experience preferred.
• Knowledge of the legal support services industry and court reporting processes a plus.
• At least 1 year of management experience.
• Proven ability to work independently and as part of a team.
• Strong customer relations and retention experience.
• Experience interpreting KPIs to drive performance improvements.
• Willingness and ability to travel as needed.
• Availability after hours when required.
  
  

Skills:

• Exceptional customer service and communication skills.
• Strong leadership and team-building abilities.
• Analytical and critical thinking skills with a solution-oriented mindset.
• Excellent organizational and time management skills.
• Adaptability to shifting priorities in a fast-paced environment.
• Proficient in Microsoft Office Suite.
• Proven ability to foster a collaborative, supportive, and high-performing work culture.
  
  

Why Join Us?

At U.S. Legal Support, you’ll be part of a high-impact team helping to deliver best-in-class legal services. This is an excellent opportunity to shape client support operations and contribute to a growing, client-focused organization.