Bilingual Customer Support & Client Relations Coordinator (Remote - Latin Americ

Carbon Law Group; United States; Remote; USD 8,000 - 11,000; Full time

Benefits offered by this job

Fully remote

Latin America candidates considered

US Pacific Time hours

Job summary

Lex Bellator, APLC, a consumer law firm, is seeking a remote, bilingual customer service coordinator. The role is phone-driven, with Spanish-first calls and a focus on de-escalation, documentation, and client updates.

You will manage multiple files, coordinate with paralegals, maintain case notes, and ensure timely follow-ups while delivering professional, empathetic client service from a home office.

Qualifications

• Fluent English and Spanish, spoken and written.
• 2+ years in a customer-facing role.
• Strong follow-up habits and the organization to manage many open items at once.
• Administrative experience with standard office software and web-based systems.
• Calm under pressure, professional, and good at solving problems without escalating everything.
• Experience in a law office, insurance, financial services, or another regulated environment preferred.

Responsibilities

• 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 obtaining it.
• Proactively reaching out when documents or information are missing and following up until obtained.
• Walking clients through questionnaires and paperwork over the phone, step by step.
• Keeping accurate notes of every contact in the case management system.
• Ensuring no client goes quiet without showing activity.

Skills

Bilingual English/Spanish

Customer service

De-escalation

Communication

Organization

Tools

Case management system

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

• 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

• 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

• 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.

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