Client Services Manager
USA Employment Lawyers - America's Wage Recovery Firm
Every worker who calls our firm is already dealing with something hard. They were underpaid. They were taken advantage of. They took a risk by reaching out — and now they're waiting to see if anyone will actually show up for them.
That's where you come in.
USA Employment Lawyers is a national class and collective action wage and hour firm on a mission to help 100,000 workers recover unpaid wages by 2030. We go to bat for employees every day — and we believe the experience of being a client at our firm should reflect the same standard of excellence we bring inside the courtroom.
The Client Services Manager owns that experience. From the first phone call to the final settlement check and beyond, you'll lead the team and build the systems that ensure every client feels informed, respected, and confident that we are fighting for them.
THE ROLE
This is not a behind-the-scenes administrative position. The Client Services Manager is a visible leader who directly shapes the way workers experience our firm — and who holds the team accountable for making that experience exceptional at every touchpoint.
You will manage the Intake Specialist, Claims Administrator, and any future client-facing positions. You will own the systems, the standards, and the follow-through. And when something isn't working, you'll fix it — creatively, persistently, and with the worker's experience front of mind.
WHAT YOU'LL OWN
The Client Experience — End to End
- Serve as the firm's internal owner of the client experience from first contact through case resolution, post-settlement review, and referral.
- Ensure every prospective client, current client, and potential opt-in plaintiff receives timely, professional, and consistent communication — even when there's nothing new to report.
- Identify the points where clients become confused, disengaged, or difficult to reach. Build the systems that prevent it from happening.
- Champion the firm's reputation by actively supporting efforts to earn client reviews, testimonials, and referrals.
Team Leadership and Accountability
- Lead, train, coach, and hold accountable the Intake Specialist, Claims Administrator, and any other client-facing staff assigned to your team.
- Set clear daily and weekly priorities. Monitor follow-through. Give meaningful feedback.
- Develop and maintain scripts, checklists, templates, and SOPs so the team performs consistently — even under pressure.
- Provide leadership with regular performance updates, staffing insights, and honest assessments of where the client experience is strong and where it needs work.
Intake and Retainer Follow-Up
- Oversee the prospective client intake process from first inquiry through signed retainer.
- Ensure strong potential claims receive the attention they deserve — and don't fall through the cracks due to incomplete follow-up.
- Monitor unsigned, incomplete, or missing retainer agreements and ensure timely resolution.
- Escalate high-priority potential clients to attorneys and firm leadership when a claim requires a more creative or hands-on approach.
Claims Outreach and Opt-In Plaintiff Support
- Oversee outreach to potential opt-in plaintiffs who express interest in joining existing cases.
- Ensure all outreach is tracked, documented, and followed up on consistently — including when standard approaches aren't getting a response.
- Make sure opt-in plaintiffs have what they need to participate: clear instructions, signed agreements, and answered questions.
Document Collection and Information Management
- Build and maintain systems for requesting, collecting, and tracking documents — paystubs, wage records, employment paperwork, and other claim-supporting materials.
- Ensure missing documents are followed up on promptly, professionally, and persistently.
- Keep client contact information current and accurate. Own the process for regularly confirming it.
Systems, SOPs, and Continuous Improvement
- Identify recurring communication breakdowns and build systems to prevent them.
- Use firm systems, logs, and reports to track performance and ensure nothing slips.
- Bring a creative, problem-solving mindset to the moments when standard follow-up isn't enough.
- Look for ways to make every client touchpoint more consistent, human, and memorable.
WHO YOU ARE
The right person for this role is not just organized — they care. They understand that behind every file is a real person waiting to hear from us, and they take that responsibility seriously.
- You hold people accountable without making it personal. You set expectations clearly and you follow up. You're a natural leader.
- You write well, you're excellent on the phone, and you stay calm and professional when clients are frustrated, emotional, or anxious. You're a communicator.
- You don't just solve problems — you build the processes that prevent them from recurring. You're a systems thinker.
- You follow up, and then you follow up again. You know the difference between pushy and persistent — and you always stay on the right side of that line. You're persistent.
- You believe workers deserve to be heard, respected, and paid what they've earned. That belief shapes how you show up every day. You're mission-aligned.
QUALIFICATIONS
Required
- Prior client-facing experience in a law firm setting
- Prior experience managing, supervising, or leading staff
- Strong phone, written communication, organizational, and follow-through skills
- Comfort using case management software, email, calendars, task systems, and spreadsheets
- Ability to handle sensitive information with professionalism and confidentiality
- Ability to manage multiple priorities in a fast-paced environment
- Fluent in English and Spanish
Preferred
- Experience with intake, claims administration, or plaintiff-side legal services
- CLIO experience
- Familiarity with employment law, wage and hour law, or class and collective actions
A FEW IMPORTANT NOTES
This role does not provide legal advice. The Client Services Manager helps clients understand scheduling, document needs, communication updates, and routine next steps. Legal questions and case strategy are routed to the appropriate attorney or paralegal.
This is an in-office position based in South Florida. We are a tight-knit team where every person's work is visible, valued, and connected to the firm's larger mission. If you want a role where you can make a real and measurable difference — for workers, for the team, and for the firm — this is it.
If you're the kind of person who holds yourself to a high standard, leads with genuine care, and knows how to build something exceptional — we'd love to hear from you.
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USA Employment Lawyers is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.
Pay: $75,000.00 - $85,000.00 per year
Benefits:
- Dental insurance
- Free parking
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
