Director of Client Experience

Topdog Law, Llc; United States; Remote; USD 155,000 - 205,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

HSA

Life insurance

Disability coverage

Paid time off

Parental leave

Remote work

Job summary

TopDog Law is seeking a Director of Client Experience to own the client escalation process, NPS program, and post‑case satisfaction. You will partner with senior attorneys and market leaders to design tiered escalation, track SLAs, and drive improvements across intake, litigation, settlement, and disbursement.

You’ll build playbooks, collaborate with Compliance and Tech, and own dashboards that reveal client experience health.

Qualifications

• 7-10 years of experience building or running a client experience, escalation or complaint-handling program in a complex, high-touch service environment
• Experience with service design and building workflows using AI
• Comfortable operating as a standalone business owner and influencing senior leaders without direct authority

Responsibilities

• Own the execution of client experience strategy across every phase of the case lifecycle (Intake through Disbursement)
• Define service standards and set expectations for teams
• Design and operate client escalation processes with tiering to route to the right level
• Partner with attorneys and leaders to track SLA adherence and resolve escalations
• Build and maintain a central escalation view across states
• Own the NPS program and client listening strategy
• Oversee detractor recovery workflow end-to-end
• Capture recurring themes from feedback and surface actions

Skills

Client experience program design

NPS & detractor recovery

Data-driven decision making

Cross-functional collaboration

Stakeholder management

AI workflows

Regulatory/compliance awareness

Tools

NPS software

Case management tools

Data dashboards

AI tooling

Job description

TopDog Law is a nationally scaling personal injury firm that owns the client experience end to end, from marketing and intake through litigation. We've grown 2-3x year over year for three years running, and we're now building the operations, systems, and teams to scale without sacrificing quality or culture. We're fully remote, and we value ownership, open communication, and speed. If you want to help build something exceptional, you'll feel at home here.

The Opportunity

Legal services is a business built on trust, and the client's experience is just as important as the outcome. TopDog Law is investing in a dedicated function to make sure the client's voice shapes how we work across the firm, because when clients feel heard and well cared for, they become our biggest advocates and our strongest source of referrals. This is the opportunity to build that function from the ground up.

We’re seeking a Director of Client Experience

to own the day-to-day operation of our client escalation process and our NPS and detractor recovery program. Reporting to the VP of Client Marketing, you’ll build the tiering, routing, and accountability structures that give the firm real visibility into where the client experience is breaking down, and you’ll work directly with managing attorneys and market leaders to close that loop. This is a hands‑on leadership role for someone who can operate independently, partner credibly with senior attorneys, and stand up a new function inside a fast‑growing company.

What You Will Own

Client Experience Ownership

• Own the execution of client experience strategy across every phase of the case lifecycle, including Intake, Prelitigation, Litigation, Settlement, and Disbursement
• Define what a great client experience looks like at each phase, and set the service standards and expectations that teams are held to

Client Escalation

• Own the design and day-to-day operation of the client escalation process, including detection, routing, and resolution
• Build and manage a tiering system so escalations reach the right level (case manager, team lead, or attorney) based on severity and case value
• Partner with managing attorneys and market/regional leaders to track SLA adherence and hold teams accountable for resolving escalations
• Maintain a central escalation view that pulls in case escalations across states
• Identify recurring escalation themes and surface them to the people who can act on them

NPS & Detractor Recovery

• Build out the firm’s NPS program, including survey touchpoints aligned to key case phases
• Build a broader client listening strategy that brings together NPS, survey comments, online reviews, and feedback gathered by client facing teams
• Own the detractor recovery workflow end to end: flagging low scores, routing them for resolution
• Surface recurring themes from NPS verbatims and reviews to managing attorneys and relevant teams

Case Off-Boarding Experience

• Own the client experience expectation setting and delight from settlement through disbursement, so clients know what to expect and feel cared for until the end
• Manage closing surveys and a personal thank you, and resolve open concerns before the case closes
• Enable referrals and reviews by making it easy for satisfied clients to refer others and share their experience

Cross-Functional Collaboration & Infrastructure

• Partner with Compliance to make sure client experience programs, communications, and escalation handling meet regulatory and ethical standards
• Partner with technology and operations teams to make sure client experience data, including feedback, communications, and escalations, flows correctly from case management tools to centralized dashboard
• Serve as the client experience point of contact for Intake, Prelitigation, Litigation, Settlement, and Disbursement stakeholders
• Work with Learning and Training teams to build client experience playbooks, coaching, and training that help every team deliver consistent service

Reporting & Optimization

• Monitor performance against core client experience KPIs — escalation volume, SLA adherence, and resolution rate — by market and by team
• Partner with the analytics to build and maintain the dashboards that give the firm ongoing visibility into client experience health
• Use data to guide where the program invests next and to hold teams accountable

Required

What You Bring

• 7-10 years of experience building or running a client experience, escalation or complaint-handling program in a complex, high-touch service environment (hospitality, healthcare, or a comparably demanding service industry is a strong plus)
• Experience with service design and building workflows using AI
• Comfortable operating as a standalone business owner: someone who can partner with and influence senior leaders (including attorneys) without direct authority over them
• Experience designing or running an NPS or client satisfaction measurement program
• Strong data orientation; comfortable owning KPIs and using reporting to drive accountability
• Excellent communication and persuasion skills; able to hold a room of senior stakeholders and drive alignment
• Comfortable partnering with compliance and legal teams in a regulated environment
• Experience in legal services or another regulated/compliance-sensitive industry is a plus

Preferred (Nice To Have)

• Competitive compensation
• Medical, dental, and vision insurance
• Remote working environment
• Company-paid life insurance
• 401(k) with company match
• Opportunity to be part of an elite, fast-growing legal brand

Who Thrives Here (Core Values)

• Embrace Change: Open to feedback, embracing change, and always asking "what's next?"
• Committed: You care deeply, have your teammates' backs, and show up to build something lasting.
• No-Ego Energy: Positive, professional, and solutions-oriented. Drama stays at the door.
• Ownership: You do what you say, follow through, and treat the business like it's yours.
• Fast & Hungry: You move with urgency, thrive under high expectations, and are motivated by growth and impact.

What We Offer

• Base Salary: $155,000 - $205,000, commensurate with experience
• Our job postings reflect the compensation range for the specific market and location of each role. Ranges vary by geography based on local market rates and cost of labor.
• Benefits include: Medical, dental, and vision insurance, 401(k) with company match, HSA, life insurance, disability coverage, paid time off, and parental leave.

Equal Opportunity Employer

We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.

DISCLAIMER

Each TopDog Law affiliated entity may use artificial intelligence (AI) and automated decision-making tools to assist in screening and evaluating candidates for employment positions, including whether to advance a candidate in the application process. These tools assess job-related qualifications and characteristics—such as work experience, education, and skills relevant to the position as described in the job posting—based on information you provide in your application materials (e.g., resume, application responses, and other submitted materials, if any). All adverse decisions affecting your candidacy are reviewed by a human member of our Talent Acquisition team before being finalized. AI does not make the final decision on your candidacy. If you have questions about this notice, wish to request additional information about how AI was used in a decision affecting you, wish to request correction of inaccurate data, or need a reasonable accommodation that is required by law regarding TopDog Law's use of these tools, please contact: Talent Acquisition Department | [e-mail]