Manager, Legal Support Services

DWF; Vancouver; On-site; CAD 85,000 - 115,000; Full time

Benefits offered by this job

Extended Health benefit

Dental coverage

LTD

DI

casual dress code

wellbeing allowance

early finish ahead of statutory HOL

Job summary

DWF Group in Vancouver seeks a Manager, Legal Support Services to oversee the legal support staff across our office, guiding billing teams and enhancing invoicing workflows. Lead end-to-end eBilling processes, ensure timely client bill submissions, and drive performance improvements in a fast-paced environment.

The ideal candidate has 5+ years in legal eBilling, strong leadership, and proficiency with Legal Tracker, Passport, TyMetrix, and CounselLink.

Qualifications

• 5+ years of experience in eBilling within a law firm or professional services environment, including at least 2 years of leadership experience.
• Strong knowledge of eBilling systems and platforms (Legal Tracker, Passport, TyMetrix, CounselLink).
• Experience with LEDES files and manual submissions.
• Advanced knowledge of billing systems such as 3E, eBilling Hub, Elite Enterprise, or similar platforms.

Responsibilities

• Lead, coach, and support Billing team members, including oversight of national eBilling operations.
• Oversee end-to-end billing processes, including draft preparation, revisions, finalization, and distribution of invoices.
• Ensure accurate and timely submission of e-bills through client portals (e.g., Bottomline, TyMetrix, CounselLink, CounselGo).
• Track, analyze, and reduce invoice rejections by identifying root causes and implementing corrective actions.
• Ensure compliance with client billing guidelines, firm policies, and performance targets set by leadership.
• Act as an escalation point for complex billing issues, resolving discrepancies and supporting timely resolution.
• Respond promptly to client and internal billing inquiries, maintaining a high standard of service.
• Maintain billing records, file lists, and track items such as missing budgets and file closures.
• Monitor and follow up on outstanding invoices in collaboration with Collections.
• Support the team during peak periods and coordinate with Accounting to resolve billing issues.
• Prepare client reports and support ad hoc requests as required.
• Identify and implement process improvements to enhance billing efficiency, accuracy, and consistency.

Skills

Leadership

eBilling systems

Client service

Communication

Analytical skills

Microsoft Excel

Tools

Legal Tracker

Passport

TyMetrix

CounselLink

Job description

Why join us?

DWF Group is a global provider of integrated legal and business services. As part of the DWF Group, our Canadian legal team is driven by innovation, collaboration, and a shared commitment to excellence. We foster a professional, supportive, and engaging environment where our people are encouraged to grow and contribute meaningfully.

With a strong focus on litigation, we continually look beyond traditional approaches to deliver progressive, creative solutions that add real value for our clients.

DWF takes pride in cultivating a collegial workplace that promotes teamwork, professional development, and social connection among staff and lawyers alike. We believe people thrive when they feel supported, empowered, and part of a collaborative culture.

Join us at DWF!

We are seeking aManager, Legal Support Servicesto join ourVancouveroffice.This role is responsible for overseeing the legal support staff in our Vancouver office, including Legal Assistants (LAA), Paralegals, and other administrative groups as well as acting as a resource to our Calgary and Toronto offices, as needed. This position plays a crucial role in driving the performance and professional growth of our legal support teams.

An ideal candidate is someone with experience in legal support services or legal management who thrives in a collaborative team environment and is focused on achieving results. They have strong leadership skills, excellent communication abilities, and a proven track record in performance management and team development. Additionally, they are organized, strategic, and adept at problem-solving, making them a valuable asset to our dynamic and innovative team.

Responsibilities

• Lead, coach, and support Billing team members, including oversight of national eBilling operations
• Oversee end-to-end billing processes, including draft preparation, revisions, finalization, and distribution of invoices
• Ensure accurate and timely submission of e-bills through client portals (e.g., Bottomline, TyMetrix, CounselLink, CounselGo)
• Track, analyze, and reduce invoice rejections by identifying root causes and implementing corrective actions
• Ensure compliance with client billing guidelines, firm policies, and performance targets set by leadership
• Act as an escalation point for complex billing issues, resolving discrepancies and supporting timely resolution
• Respond promptly to client and internal billing inquiries, maintaining a high standard of service
• Maintain billing records, file lists, and track items such as missing budgets and file closures
• Monitor and follow up on outstanding invoices in collaboration with Collections
• Support the team during peak periods and coordinate with Accounting to resolve billing issues
• Prepare client reports and support ad hoc requests as required
• Identify and implement process improvements to enhance billing efficiency, accuracy, and consistency

What will help you succeed in this role?

• 5+ years of experience in eBilling within a law firm or professional services environment, including at least 2 years of leadership experience
• Strong knowledge of eBilling systems and platforms (e.g., Legal Tracker, Passport, TyMetrix, CounselLink)
• Experience working with LEDES files and manual submissions
• Advanced knowledge of billing systems such as 3E, eBilling Hub, Elite Enterprise, or similar platforms
• Excellent communication and interpersonal skills, with the ability to build strong working relationships
• High attention to detail with strong organizational and analytical skills
• Proven problem-solving and critical thinking capabilities
• Ability to manage multiple priorities and meet tight deadlines in a fast-paced environment
• Strong client service orientation with a collaborative, team-focused approach
• Proficiency in Microsoft Office Suite, particularly Excel

What we offer

The salary range for this position is $85,000 – $115,000 per annum, dependent on experience.

• Extended Health benefit
• Dental coverage
• LTD
• DI
• casual dress code
• wellbeing allowance
• early finish ahead of statutory holidays and more.

Diversity & Inclusivity

Nurturing talent is very important to us. We are committed to equal opportunities in all areas of work and business. We want people to achieve their best, which will positively impact our clients and the communities in which we live and work. At DWF Group, we empower people to be themselves within an inclusive and supportive environment, enabling everyone to reach their full potential.

At DWF, we believe in offering a comprehensive rewards package that extends beyond base salary. From flexible benefits to wellbeing programs, we are committed to supporting our people both professionally and personally.

Our recruitment process upholds the highest standards of fairness and engagement. It may include interviews, assessments, or presentations. We aim to create a positive experience for all candidates and will provide accommodations where required.

About us

DWF is a leading global provider of integrated legal and business services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.