Strategic Team Lead, Record Retrieval & Client Support

U.S. Legal Support; United States; On-site; USD 65,000 - 110,000; Full time

Job summary

U.S. Legal Support seeks a Team Lead – Record Retrieval Specialist to oversee daily operations of the record retrieval team, lead by example, coach staff, manage workloads, and ensure timely, accurate processing of client requests.

You will monitor performance, ensure adherence to workflows, participate in meetings, and support onboarding while upholding company policies and service standards. This role requires strong communication, analytical thinking, and the ability to handle escalations and

Qualifications

• Associate degree required.
• 3–5 years of experience in client service, customer service, or a related field.
• Prior experience in legal or medical record retrieval preferred.

Responsibilities

• Lead by example and work alongside Record Retrieval Specialists (RRS I & II).
• Distribute workload across team members, including calls, requests, emails, and notifications.
• Manage escalations and prioritize oldest work orders to ensure timely completion.
• Provide ongoing coaching, feedback, and instruction in a positive, supportive manner.
• Monitor team performance and ensure adherence to workflows and schedules.
• Respond to client inquiries and escalations with a focus on customer satisfaction.
• Generate and deliver client-specific reports in accordance with internal policies.
• Lead team meetings and one-on-one coaching sessions for development.
• Support onboarding and development of new hires, including 30/60/90-day reviews.

Skills

Leadership

Adaptability

Analytical Thinking

Communication

Problem-Solving

Education

Associate degree

Tools

Microsoft Office

Adobe

File management systems

Job description

U.S. Legal Support seeks a Team Lead – Record Retrieval Specialist to oversee daily operations of the record retrieval team, lead by example, coach staff, manage workloads, and ensure timely, accurate processing of client requests.

You will monitor performance, ensure adherence to workflows, participate in meetings, and support onboarding while upholding company policies and service standards. This role requires strong communication, analytical thinking, and the ability to handle escalations and