Remote Director of Client Experience & Trust

TopDog Law LLC; United States; Remote; USD 155,000 - 205,000; Full time

Benefits offered by this job

Remote work environment

Medical, dental, vision insurance

401(k) with company match

Life insurance

Job summary

TopDog Law LLC is seeking a Director of Client Experience to own the day-to-day escalation process and the NPS program. You’ll design tiering, routing, and accountability, partnering with senior attorneys to build a new function in a fast-growing, fully remote firm.

You will drive client listening strategies, tracking KPIs and ensuring regulatory alignment across states, while leading a cross-functional team to deliver seamless service and tangible improvements in client satisfaction.

Qualifications

• 7-10 years building or running client-experience programs in high-touch services.
• Experience with NPS or client-satisfaction metrics and analysis.
• Ability to influence senior leaders without direct authority.

Responsibilities

• Own day-to-day operation of client escalation and resolution processes.
• Define service standards for each phase of the case lifecycle.
• Build and maintain a central escalation view across states.
• Lead the NPS program with survey touchpoints and feedback loops.
• Collaborate with attorneys and market leaders to improve outcomes.

Skills

Client experience strategy

NPS program design

Data-driven decision making

Stakeholder management

Education

Experience in regulated services

Tools

Dashboards

Case management systems

Job description

TopDog Law LLC is seeking a Director of Client Experience to own the day-to-day escalation process and the NPS program. You’ll design tiering, routing, and accountability, partnering with senior attorneys to build a new function in a fast-growing, fully remote firm.

You will drive client listening strategies, tracking KPIs and ensuring regulatory alignment across states, while leading a cross-functional team to deliver seamless service and tangible improvements in client satisfaction.