Dispatch Lead

Role Description

The Dispatch Lead is an active dispatching role with territory-level lead responsibilities. In addition to personally handling dispatch assignments within their assigned territory, this position leads a team of dispatchers on complex or hard-to-dispatch jobs, helps maintain SLA and service quality standards, and manages offline vendor relationships to fill coverage gaps. This role serves as a point of contact and escalation for internal departments, management, and territory team members, and contributes to network coverage, offline vendor sourcing, and continuous improvement within their territory.

Key Responsibilities

• Manage day-to-day dispatch operations within an assigned territory, ensuring timely and accurate routing of legal documents in line with SLA and quality standards.
• Serve as a working lead for a team of dispatchers, providing guidance, support, and task coordination to drive performance and maintain workflow efficiency.
• Support team members on complex or high-priority assignments, offering strategic direction on hard-to-dispatch jobs (e.g., rural, high-volume, or time-sensitive requests).
• Monitor territory performance, including coverage, turnaround times, and pricing, and make data-informed adjustments to meet service and cost expectations.
• Review and approve pricing exceptions, sheriff service requests, and other escalated dispatch decisions.
• Act as a primary point of contact for internal stakeholders, handling escalations, resolving issues, and communicating proactively on service risks or delays.
• Source, onboard, and manage offline vendors to support coverage gaps, including negotiating rates and ensuring timely job completion and payment.
• Partner with recruiting and network teams to identify coverage needs and support growth of the process server network.
• Maintain accurate documentation of dispatch activity, vendor performance, and territory metrics.
• Identify process improvement opportunities and contribute to initiatives that enhance dispatch efficiency, coverage, and service quality.

Qualifications

• High school diploma or equivalent; associate's or bachelor's degree preferred.
• 2+ years of experience in legal dispatch, process serving, or a related legal operations role.
• Demonstrated ability to guide or support peers in a fast-paced operational environment.
• Experience coordinating with offline or on-demand vendors preferred.
• Strong organizational and prioritization skills with the ability to manage a personal workload while supporting others.
• Excellent written and verbal communication skills, including the ability to negotiate with external vendors.
• High attention to detail and commitment to compliance with service-of-process standards.
• Proficiency in dispatch or case management platforms; experience with ABC Legal systems preferred.

Nice to have

• Familiarity with state-specific service of process rules across multiple jurisdictions.
• Experience identifying and onboarding new process servers or offline vendor contacts.
• Prior experience in a dispatch lead or senior dispatcher role.
• Bilingual proficiency (English/Spanish) is a plus.

Benefits

• Health, Dental, Vision insurance.
• 401(k) with company matching.
• Paid time off.
• 7 Paid company holidays.
• 4 Floating holidays per year.
• Life Insurance and AD&D Insurance.
• Long Term Disability.
• Health Care Reimbursement Flexible Spending Account.
• Dependent Care Flexible Spending Account.
• EAP (Employee Assistance Program).
• Pet Insurance.

Schedule

Full-time, Monday through Friday.

Salary Range

$43,200 to $48,000. Salaries will vary depending on various factors which include, but are not limited to location, education, skills, experience and performance.

Location

This position is remote but located in Montana, North Dakota, Kansas, Oklahoma, Iowa, Arkansas, Michigan, Wisconsin, Indiana, Kentucky, North Carolina, South Carolina, Virginia, Louisiana, Mississippi, Alabama, Florida, or Puerto Rico.