Client Success Ops Lead

About Foremark Legal Foremark Legal is building an agentic outcome-based consumer law firm. Our vision is to turn all of consumer law into a contingency-first business, where lawyers do not get paid unless the client wins. As technology increases the capacity of lawyers, quality case acquisition become the bottleneck. We have built a unique legal underwriting engine that automates the acquisition, underwriting and litigation of consumer law. We are starting with personal injury, a $80 billion wedge market. In 4 months, we have grown to mid-seven figures in revenue, and raised a $6 million seed round from leading investors. The founders are a unique combination to disrupt a large, fragmented industry - a Lightspeed/ Sequoia India-backed consumer founder, an ML PhD, and a Cambridge Law / Harvard MBA operator. Role Own the operating system for the front line of the firm: intake, client service, and post-client communications. This is a high-volume operation, but not a conventional scripted call center. Every claimant arrives with a different situation and often at a difficult moment. The conversations require judgment and empathy. The operation around them should be rigorous: fast response, disciplined follow-up, consistent quality, clear escalation paths, and strong handoffs into the legal team. What you own The intake and client service team: hiring, onboarding, training, scheduling, coaching, quality, and performance management Conversion through the intake funnel, including speed-to-lead, contact rate, follow-up, qualification, lead-to-retainer conversion, and handoff into the legal team Post-client communications across the life of the matter, including routine updates, document requests, reminders, complaints, and escalations Workforce management: volume forecasting, staffing models, scheduling, capacity planning, and coverage QA: defining what good sounds like, building scorecards, reviewing calls, calibration, and coaching SOPs, training, escalation playbooks, and knowledge management Operating metrics across conversion, service levels, QA, productivity, staffing, and attrition The operating requirements for our CRM, contact-center tools, routing, SMS, call recording, QA tooling, and reporting Automation: identifying what should be automated, what should be AI-assisted, and what requires a human Building an operation that can scale across new teams, locations, and practice areas Who you are 6 to 10 years in high-volume consumer operations You have managed teams at both ends of the range, from as small as 3 people to 100+ people. You will start with a handful of people and need to scale without the small-team phase feeling like a demotion You have managed frontline ICs and also managed through team leads or supervisors Consumer-facing intake or service experience, not B2B customer success. You have operated at high consumer volume rather than managing a book of named business accounts You have run an operation where conversations require judgment rather than simply following a script You understand both service and conversion, and have owned metrics such as speed-to-lead, contact rate, conversion, resolution, or quality You have real workforce-management chops: forecasting volume, staffing against demand, scheduling, and managing adherence You have built or materially improved a QA system, including scorecards, call reviews, calibration, and coaching You have managed a remote or distributed frontline team. This is not optional You are quantitative and comfortable using funnel, queue, and workforce data to diagnose problems and improve performance You are comfortable with contact-center and CRM technology and can translate operational problems into tooling requirements You can handle difficult escalation calls yourself and build a team that deals consistently with people who may be injured, anxious, angry, or confused Bonus: experience in regulated services Compensation $175 - $225k, depending on relevant experience. Health Insurance & 401k #J-18808-Ljbffr Foremark Legal