Client Experience Lead — Relationship & Care

Strategic Legal Practices, APC; Los Angeles (CA); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

401(k) with employer match

Health, dental, and vision insurance

Disability & life insurance

Paid parking

Generous PTO

Employee referral program

Employee assistance program (EAP)

Employee discount program

Job summary

Strategic Legal Practices, APC in Los Angeles seeks a Client Experience Specialist to serve as the face of the firm, managing client outreach and ensuring professional, empathetic communication across channels.

You will maintain meticulous client records, coordinate with internal teams, and help de-escalate sensitive matters while delivering world-class service in a fast-paced legal environment.

Qualifications

• Bachelor's degree or equivalent experience.
• Proven client-facing experience, preferably in a law firm or professional services setting.
• Demonstrated ability to de-escalate difficult situations under pressure.
• Strong written and verbal communication skills, including professional email and phone correspondence.
• Exceptional attention to detail.
• Strong interpersonal and problem-solving skills; able to manage competing priorities.
• Proficiency in Microsoft Office Suite.
• Bilingual in English and Spanish (required).

Responsibilities

• Serve as primary point of contact for inbound client communications, including high‑value and complex legal matters.
• Conduct proactive outreach for engagement, updates, and satisfaction.
• De-escalate sensitive or high-stress situations professionally.
• Manage high-volume email and phone correspondence.
• Build strong, lasting client relationships.
• Maintain accurate, detailed client records with strict data integrity.
• Gather client feedback to identify trends and improvement areas.
• Collaborate with internal teams for seamless service delivery.

Skills

Client-facing

Communication

MS Office

Bilingual EN/ES

Education

Bachelor's degree or equivalent experience

Job description

Strategic Legal Practices, APC in Los Angeles seeks a Client Experience Specialist to serve as the face of the firm, managing client outreach and ensuring professional, empathetic communication across channels.

You will maintain meticulous client records, coordinate with internal teams, and help de-escalate sensitive matters while delivering world-class service in a fast-paced legal environment.