Client Support Analyst

Client Support Coordinator

Location: Houston, TX

Schedule: Monday-Friday | 8:30 AM - 5:30 PM

Join US Legal Support

US Legal Support is one of the nation's leading providers of litigation support services, helping law firms, corporations, insurance carriers, and government agencies navigate complex legal matters. Through innovative technology, exceptional service, and industry expertise, we deliver solutions that help our clients move cases forward efficiently and confidently.

We're looking for a customer-focused professional who thrives on helping clients, solving problems, and delivering exceptional service. If you enjoy building relationships, working collaboratively, and being the go-to resource for clients, we'd love to hear from you.

About the Role

As a Client Support Coordinator , you will serve as a primary point of contact for clients, providing support via phone and email while ensuring inquiries are handled accurately, professionally, and in a timely manner.

In this role, you will become a subject matter expert on U.S. Legal Support's services and solutions, helping clients navigate requests, obtain updates, and receive the information they need. The ideal candidate is highly organized, detail-oriented, and passionate about delivering an outstanding client experience.

Key Responsibilities

Client Support & Relationship Management

• Serve as a primary point of contact for client inquiries via phone, email, and internal communication channels.
• Respond to client questions promptly and professionally while delivering exceptional customer service.
• Research issues and implement appropriate solutions to meet client needs.
• Build and maintain positive relationships with clients and internal partners.
• Provide timely and accurate updates regarding service requests and order status.
• Ensure all client interactions reflect the high standards of U.S. Legal Support.

Process Service Support

• Acknowledge and process incoming service of process requests.
• Obtain status updates from field teams and vendors and communicate those updates to clients.
• Provide pricing and rate information for process service requests.
• Monitor active requests and ensure timely follow-up and resolution.
• Assist with coordinating information between clients and operational teams.

Operational Excellence

• Maintain knowledge of all U.S. Legal Support services, platforms, and client-facing tools.
• Partner with internal teams to resolve client concerns and service-related inquiries.
• Accurately document client communications and updates within company systems.
• Meet or exceed established service level expectations and performance metrics.
• Assist with special projects and other duties as assigned.

What You'll Bring

• Strong attention to detail and active listening skills.
• Exceptional verbal and written communication abilities.
• Excellent customer service and relationship-building skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to remain organized and manage multiple priorities in a fast-paced environment.
• Professional email and phone etiquette.
• Positive, client-focused attitude with a commitment to service excellence.
• Dependability, accountability, and strong follow-through.

Qualifications

Required

• High School Diploma or equivalent.
• 3+ years of customer service, client support, account management, or client solutions experience.
• Strong verbal and written communication skills.
• Professional phone presence and email communication skills.
• Proficiency with Microsoft Office Suite and web-based applications.
• Ability to work efficiently in a fast-paced environment while managing multiple priorities.

Preferred

• Associate degree or higher.
• Prior experience in legal services, litigation support, professional services, or a related industry.
• Administrative, office support, or customer success experience.
• Experience working with CRM or case management systems.

Why Join US Legal Support?

• Competitive compensation package
• Medical, Dental, and Vision Insurance
• Paid Parental Leave
• LifeLock Identity Protection
• Employee Assistance Program (EAP)
• 401(k) with Company Match
• Paid Time Off and Company Holidays
• Employee Engagement Activities
• Professional Development and Career Growth Opportunities
• Collaborative and supportive team environment

Our Culture

At US Legal Support, our people are our greatest asset. We foster a culture built on accountability, collaboration, innovation, and exceptional client service. We value employees who are passionate about helping others, committed to continuous improvement, and dedicated to delivering outstanding results.

You'll join a team that works hard, supports one another, and takes pride in providing best-in-class service to clients across the country.

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these functions.

• Prolonged periods of sitting and working on a computer.
• Frequent use of hands and fingers for typing and data entry.
• Ability to communicate effectively by phone, email, video conferencing, and in person.
• Ability to review detailed information while maintaining a high level of accuracy.

Work Environment

This position operates in a professional office environment and routinely uses standard office equipment including computers, phones, printers, scanners, and other business technologies.

Equal Employment Opportunity

US Legal Support is an Equal Opportunity Employer and is committed to creating an inclusive workplace for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Work Authorization

Candidates must be legally authorized to work in the United States. US Legal Support participates in E-Verify where required by law.