Sr. Support Specialist (VA / Admin / Client Relations / Operations) WFH - #33907

Our client is seeking a proactive and detail-oriented Senior Support Specialist to join their growing boutique law firm. Our client specializes in serving high-net-worth families who own businesses, acting as their family’s legal department with a focus on protecting assets, expanding wealth, and securing legacies. This role is essential in ensuring the smooth day-to-day operations of the firm, enhancing client satisfaction, and supporting their ongoing growth.

Key Responsibilities:

1. Team-Wide Email and Calendar Management:

• Oversee and manage the emails, calendars, and tasks for the entire team, including attorneys, law clerks, and part-time signing agents. Ensure that communications are organized, deadlines are met, and no critical tasks fall through the cracks.

Operations and SOP Development:

• Develop and implement Standard Operating Procedures (SOPs) across all aspects of the firm's operations, from client service workflows to internal communication processes. Continuously monitor and refine these processes to ensure operational efficiency and consistency.

• Having the capability to develop and implement SOPs is a BIG PLUS and will be seen as managerial material for the future growth. They need someone who can help with improving and organizing their operations without needing micromanagement.

Client Relationship Management:

• Support relationship-building efforts with key networks and ensure the firm stays relevant in the space. Coordinate collaboration opportunities as directed by the firm and nurture contacts in our CRM system. Manage and grow the firm’s mailing lists, ensuring consistent engagement and relationship-building with clients and business partners.

• There is no need for cold calls or researching new potential clients. The emphasis will be on nurturing current relationships and moving them along in the client journey.

Quality Control (When Requested):

• While accuracy is primarily handled by other team members, be available for final quality control checks on documents, communications, and other deliverables before they are sent out, ensuring that everything meets necessary standards.

Phone and Inquiry Management:

• Confidently handle escalated phone inquiries and more complex client interactions. Work closely with the front desk to ensure that clients are efficiently connected with the right team members, and follow up to ensure client needs are fully addressed.

Client Experience Improvement:

• Continuously evaluate and enhance the client experience by identifying areas for improvement. Implement strategies that ensure clients feel valued and supported throughout their journey with the firm.

Tech Savviness and Innovation:

• Be comfortable with our tech stack, which includes Google Suite, Microsoft 360, GoHighLevel, ClickUp, and other professional tools. While training will be provided as needed, a proactive attitude towards learning and utilizing new tools is essential. (Experience with GoHighLevel and ClickUp is a plus but not a necessity. )

Extreme Ownership and Growth:

• Take extreme ownership of your role, demonstrating pride in contributing to the firm’s success. Be proactive in problem-solving and committed to growing both your own career and the firm’s operations.

• Experience: At least 3-5 years of experience in an administrative, operations, or executive support role, preferably in a professional services environment (e.g., law firm, financial services, consulting).
• Open to other industries as long as you have strong organizational skills and the ability to handle the role’s responsibilities independently.
• Organizational Skills: Strong ability to manage multiple tasks, prioritize effectively, and ensure that no detail is overlooked.
• Tech Savvy: Proficient with Google Suite, Microsoft 360, GoHighLevel, ClickUp, and other business software. A quick learner who is comfortable with adopting new technology and using it to streamline operations.
• Experience with GoHighLevel and ClickUp is only advantageous.
• Communication Skills: Excellent written and verbal communication skills. Able to interact confidently with clients and team members at all levels.
• Proactive and Resourceful: A self-starter who takes initiative and can anticipate needs before they arise. Able to solve problems independently and bring solutions to the table.
• Relationship Management: Experience with managing client relationships, engaging with key networks, and leveraging CRM systems to nurture and grow business contacts.

Working Hours:

• The working hours for this position are 8:00 AM to 5:00 PM Pacific Time, with the possibility of a 7:00 AM to 4:00 PM schedule if necessary.
• Work From Home