Client Success Ops Lead

Foremark Legal; New York (NY); Híbrido; USD 175.000 - 225.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

401k

Descripción de la vacante

Foremark Legal in New York is seeking a Senior Operations Leader to own the front-line system: intake, client service, and post-client communications. This is a high-volume operation where conversations require judgment and empathy.

You will design and lead the team, ensure fast responses, disciplined follow-up, and clear handoffs into the legal team. You will oversee the intake and client service team, conversion through the funnel, workforce management, QA, SOPs, and reporting.

Formación

• 6–10 years in high-volume consumer operations.
• Experience managing teams from 3 to 100+ people.
• Experience leading frontline ICs and supervisors.
• Consumer-facing intake or service experience.
• Proven ability to balance service and conversion metrics.
• Strong workforce-management and analytics skills.
• Experience with remote or distributed frontline teams.
• Familiarity with CRM and contact-center tooling.
• Bonus: regulated services experience.

Responsabilidades

• Own intake and client service operations from hiring to performance coaching.
• Drive speed-to-lead, lead qualification, and handoff to legal.
• Oversee post-client communications and escalation handling.
• Lead workforce planning: forecasting, staffing, scheduling, adherence.
• Define QA scorecards, calibrations, and coaching programs.
• Develop SOPs, training, and escalation playbooks.
• Track operating metrics across conversion, service levels, and attrition.
• Define CRM and contact-center tooling requirements and automation.
• Scale operations across new teams, locations, and practice areas.

Conocimientos

High-volume operations

Team leadership

Frontline management

Consumer-facing operations

Workforce management

QA systems

Data-driven decision making

Remote/distributed teams

CRM & contact-center tech

Conflict escalation handling

Regulated services (bonus)

Descripción del empleo

About Foremark Legal

Foremark Legal is building an agentic outcome-based consumer law firm. Our vision is to turn all of consumer law into a contingency-first business, where lawyers do not get paid unless the client wins. As technology increases the capacity of lawyers, quality case acquisition become the bottleneck. We have built a unique legal underwriting engine that automates the acquisition, underwriting and litigation of consumer law.

We are starting with personal injury, a $80 billion wedge market. In 4 months, we have grown to mid-seven figures in revenue, and raised a $6 million seed round from leading investors. The founders are a unique combination to disrupt a large, fragmented industry - a Lightspeed/ Sequoia India-backed consumer founder, an ML PhD, and a Cambridge Law / Harvard MBA operator.

Role

Own the operating system for the front line of the firm: intake, client service, and post-client communications.

This is a high-volume operation, but not a conventional scripted call center. Every claimant arrives with a different situation and often at a difficult moment. The conversations require judgment and empathy. The operation around them should be rigorous: fast response, disciplined follow-up, consistent quality, clear escalation paths, and strong handoffs into the legal team.

What you own

• The intake and client service team: hiring, onboarding, training, scheduling, coaching, quality, and performance management

• Conversion through the intake funnel, including speed-to-lead, contact rate, follow-up, qualification, lead-to-retainer conversion, and handoff into the legal team

• Post-client communications across the life of the matter, including routine updates, document requests, reminders, complaints, and escalations

• Workforce management: volume forecasting, staffing models, scheduling, capacity planning, and coverage

• QA: defining what good sounds like, building scorecards, reviewing calls, calibration, and coaching

• SOPs, training, escalation playbooks, and knowledge management

• Operating metrics across conversion, service levels, QA, productivity, staffing, and attrition

• The operating requirements for our CRM, contact-center tools, routing, SMS, call recording, QA tooling, and reporting

• Automation: identifying what should be automated, what should be AI-assisted, and what requires a human

• Building an operation that can scale across new teams, locations, and practice areas

Who you are

• 6 to 10 years in high-volume consumer operations

• You have managed teams at both ends of the range, from as small as 3 people to 100+ people. You will start with a handful of people and need to scale without the small-team phase feeling like a demotion

• You have managed frontline ICs and also managed through team leads or supervisors

• Consumer-facing intake or service experience, not B2B customer success. You have operated at high consumer volume rather than managing a book of named business accounts

• You have run an operation where conversations require judgment rather than simply following a script

• You understand both service and conversion, and have owned metrics such as speed-to-lead, contact rate, conversion, resolution, or quality

• You have real workforce-management chops: forecasting volume, staffing against demand, scheduling, and managing adherence

• You have built or materially improved a QA system, including scorecards, call reviews, calibration, and coaching

• You have managed a remote or distributed frontline team. This is not optional

• You are quantitative and comfortable using funnel, queue, and workforce data to diagnose problems and improve performance

• You are comfortable with contact-center and CRM technology and can translate operational problems into tooling requirements

• You can handle difficult escalation calls yourself and build a team that deals consistently with people who may be injured, anxious, angry, or confused

• Bonus: experience in regulated services

Compensation

• $175 - $225k, depending on relevant experience.

• Health Insurance & 401k