Client Services Director

Job Description

We are seeking a dynamic and client-focused Client Services Director (CSD) to lead client experience, case flow, and service operations. This role ensures that every client receives exceptional service from the moment they contact the firm until their legal matters are resolved.

The CSD is responsible for managing the Intake Coordinator and Client Services Coordinator, overseeing client communications, ensuring smooth transitions between departments, and optimizing workflow efficiency across the pipeline. The ideal candidate is highly organized, detail-oriented, and passionate about client service excellence. They should have strong leadership skills, experience in case management, and a background in legal, professional services, or client relations.

Compensation- $50,000 with opportunity for an increase in 1 year

Compensation:

$50,000Responsibilities:

Client Experience & Quality Control

Ensure a seamless and professional client experience at every stage.

Monitor and improve the quality and consistency of all client communications.

Implement client satisfaction surveys and follow up on feedback for continuous improvement.

Case Flow & Team Coordination

Supervise the Intake Coordinator and Client Services Coordinator, ensuring timely and smooth transitions.

Track case timelines and manage pipeline metrics.

Lead weekly team meetings to address case flow, tasks, and team coordination.

Compliance & Risk Management

Ensure adherence to confidentiality policies and legal ethics.

Maintain compliance with all case documentation and court deadlines.

Implement and monitor document security protocols.

Staff Training & Performance Oversight

Lead training programs to ensure staff competency and alignment with firm standards.

Track performance metrics and provide ongoing coaching to direct reports.

Uphold high standards for client interaction and internal collaboration.

Process Improvement

Identify and resolve workflow inefficiencies in intake, planning, and case transitions.

Recommend and implement tools or systems to enhance operations.

Analyze client service data and make strategic recommendations to the firm owner.Qualifications:

Qualifications Skills

Minimum 3+ years in legal client services, professional services, or case management

Strong leadership skills with team supervision experience

Exceptional communication and service skills

Proficiency in CRM/case management systems and Microsoft Office

Highly organized with strong process improvement instincts

Background in estate planning or probate is a plus

Why Join Us?

Growth-Oriented Environment – Join a thriving, client-centered law firm

Leadership Role – Directly influences how the firm operates and supports its clients

Work-Life Balance – A professional, organized firm that values your quality of lifeAbout Company

We are a respected Florida-based law firm dedicated to helping individuals, families, & business owners protect what matters most through comprehensive estate planning, probate, and business succession planning services. With over 18 years of legal experience, our firm combines deep knowledge of Florida law with a client-focused approach, ensuring each client receives personalized, practical solutions tailored to their unique needs and goals.

We are known for our professionalism, integrity, and commitment to long-term relationships. Our team takes pride in clear communication, efficient processes, and a supportive work environment where collaboration and excellence are valued. We are actively engaged in community outreach and education, hosting workshops and seminars to help people make informed decisions about their future.

We believe our work has a lasting impact—helping clients create peace of mind today and a meaningful legacy for tomorrow.

Planning for Life, Building for Legacy

Full-time