Bilingual Customer Support & Client Relations Coordinator (Remote – Latin America)

Carbon Law Group, P.C.; Tijuana; Remote; MXN 148,000 - 211,000; Full time

Benefits offered by this job

Fully remote

Latin America friendly

US Pacific Time hours

Job summary

Lex Bellator, APLC is a consumer law firm based in California. This is a remote, administrative and customer service role where you will be on the phone most of the day, supporting a high volume of clients and keeping case notes up to date.

We require fluent English and Spanish, 2+ years in a customer-facing role, and a calm, patient approach to de-escalation. The job is fully remote with U.S. Pacific Time alignment and opportunities to grow based on performance.

Qualifications

• 2+ years in a customer-facing role (customer service, client relations, account management, or similar).
• Fluent, professional English and Spanish, spoken and written.

Responsibilities

• Be the main point of contact for clients and answer calls and messages the same day.
• Provide clear, honest updates on case status to clients.
• Coordinate with the paralegal team to obtain needed documents.
• Proactively follow up when documents or information are missing.
• Guide clients through questionnaires and paperwork over the phone.
• Maintain accurate notes in the case management system.

Skills

Bilingual English/Spanish

Customer-facing experience

Strong follow-up

Administrative skills

Calm under pressure

Tools

Office software

Web-based systems

Job description

Job Description

This is a remote position.

Lex Bellator, APLC is a consumer law firm based in California. We handle a high volume of client matters, and our clients expect to hear from us.

This is primarily an administrative and customer service role. You will be on the phone all day. It's a fast-paced environment with a lot of clients and a lot of moving pieces, and we're looking for someone who genuinely wants to work, take ownership, and earn.

What you'll do

You’ll be the main point of contact for our clients. Day to day that means:

• Answering incoming calls and returning messages the same day
• Giving clients clear, honest updates on where their case stands
• Checking in with the paralegal team to find out what's needed on each file, then going and getting it
• Proactively reaching out when we're missing documents, signatures, or information, and following up until it's in hand
• Walking clients through questionnaires and paperwork over the phone, step by step, when they get stuck
• Keeping accurate notes of every contact in our case management system
• Making sure no client goes quiet without someone noticing

This job is not for you if

We’d rather tell you now than find out in month two.

• If you don't speak Spanish fluently. Not "conversational." Most of your calls will be in Spanish, with people who are upset, elderly, or both.
• If you don't have patience. You'll explain the same thing three times to the same person, and the third time has to sound as kind as the first.
• If you haven't done customer service before. This is not an entry-level phone job. You need to already know how to de-escalate, how to set expectations, and how to say "I don't know yet, but I'll find out" without losing someone's trust.
• If you need someone to hand you a to-do list. The outstanding items are yours to track. If a client owes us a document, you're the one who notices and the one who chases it.
• If you'd rather be in a role where the hard conversations go to someone else. Here, they come to you.

Requirements

What we're looking for

• Fluent, professional English and Spanish, spoken and written
• 2+ years in a customer-facing role (customer service, client relations, account management, or similar)
• Strong follow-up habits and the organization to manage many open items at once
• Administrative experience and comfort with standard office software and web-based systems
• Calm under pressure, professional, and good at solving problems without escalating everything

Nice to have

• Some sales or retention experience. This is not a sales role, but the skills transfer: listening, building trust quickly, and keeping someone engaged when they want to walk away.
• Experience in a law office, insurance, financial services, or another regulated, document-heavy environment

Benefits

The details

• Full-time, fully remote
• Open to candidates based in Latin America (Mexico, Colombia, Guatemala, El Salvador, Honduras preferred; other countries in the region considered)
• Working hours aligned to U.S. Pacific Time
• Reports to the firm's Legal Administrator, with the Managing Attorney
• Compensation: USD $7/hour to start, with room to grow based on experience and performance. Competitive, based on experience. Potential bonuses available.

Requirements
Fluent, professional English and Spanish, spoken and written. 2+ years in a customer-facing phone role (customer service, client relations, account management, or similar). Strong follow-up and organization; able to manage many open items at once. Administrative experience and comfort with standard office software and web-based systems. Calm under pressure, patient, professional, and good at solving problems without escalating everything.