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Job Description:

The Client Services Manager role oversees daily operations, workflow coordination, special projects, and workload distribution across multiple client service functions. Services may include document processing, proofreading, administrative support, pre‑billing/billing assistance, and research for a legal document processing team. The position serves as the primary liaison for both all users, including internal stakeholders, ensuring service delivery meets quality, performance, and deadline expectations.

ESSENTIAL JOB RESPONSIBILITIES

• Oversee and direct day‑to‑day operations across multiple service lines on the account

• Coordinate workflow, staffing, and workload distribution to meet client demand and service‑level expectations

• Manage performance‑related activities in partnership with HR and team supervisors, ensuring adherence to company policies and performance standards

• Ensure team members meet account goals and objectives by identifying issues, recommending solutions, and escalating as needed

• Maintain daily communication with clients (in person, by phone, and via email) to discuss requirements, deadlines, and resolve issues

• Implement, monitor, and maintain quality control processes

• Track, analyze, and report utilization and productivity metrics to the client

• Provide subject‑matter expertise, technical guidance, and operational support to the team

• Partner with training teams to assess skill gaps, support development programs, and reinforce customer service standards

• Manage recruiting, interviewing, and selection for open positions

• Test and troubleshoot new applications and system upgrades as required

• Develop and generate statistical and operational reports

• Review customer satisfaction surveys and rework trends; provide feedback, track remediation, and ensure completion of required training

• Resolve issues and grievances raised by attorneys, paralegals, and other requestors

• Lead team meetings as needed to communicate updates, expectations, and best practices

• Document and promote best practices, tip sheets, and quick reference guides (QRGs)

• Nurture a collaborative, professional, and service‑oriented team environment
  

QUALIFICATIONS & CHARACTERISTICS

• Bachelor’s degree or equivalent experience

• 3-5 years’ experience in a supervisor role or process management, preferably in a law firm environment

• Advanced knowledge of legal policies and procedures

• Excellent written and verbal communication skills

• Strong interpersonal skills

• Ability to organize, prioritize, and coordinate multiple assignments

• Maintain confidential information

• Make objective, independent judgments

• Ability to excel under pressure and provide quality work product

• Clearly and effectively communicate with varying levels of people within the organization

• Work productively and cooperatively with other employees

The Compensation range for this role is 81, 939 to 94, 000 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

Click here to learn about Epiq's Benefits.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.