ABC Legal Services

Customer Support

• Reach out to courts on individual orders and general court status updates, including answering questions and resolving issues related to existing orders.
• Communicate accurately and professionally through remote voice calls and emails with a positive service attitude while interacting with court personnel, attorneys, and other clients.
• Work in Skye (in-house application) to process documents, add informative updates / notes and other data entry tasks with a high degree of accuracy.
• Manage consistent in/outgoing phone calls to assist Courts and customers with questions, as well as managing calls from courts & customers.
• Relay relevant, updated information from Courts to our process servers and customers as appropriate.
• Collaborate with team members to find root causes and process inefficiencies that happen as a document makes its way to and from court.
• Navigate & understand court dockets to understand how they communicate case documents and statuses, as well as downloading documents directly + importing into internal application as needed.
• Perform other job-related duties as assigned.

Court Support Specialist

• Respond to customer support tickets, including answering questions and resolving issues related to existing orders
• Manage high-volume phone calls to assist customers with existing orders and assist new customers with how to place new orders online
• Respond to emails and address questions and concerns from customers, internal department queries relating to orders or payment on orders and process servers in the field
• Document issues in Confluence
• Visit court dockets for information on case filing and occasionally pull filed papers
• Perform other job-related duties as assigned

Customer Service Representative

Manager

• Directly manage five Court Support Team Leads, providing day-to-day direction, coaching, and performance oversight.
• Conduct regular one-on-ones, formal performance reviews, and development planning for all direct reports.
• Own personnel decisions including hiring, corrective action, and recognition in partnership with HR.
• Foster a culture of accountability, continuous improvement, and high engagement across all five teams.
• Identify and develop internal talent for future leadership opportunities.
• Own and drive KPI targets across all Court Support teams, including touches per specialist, resolution rates, queue age, and first-touch completion (FTC) metrics.
• Review daily output tracker data reported by leads; synthesize into actionable insights for the Senior Manager.
• Track and analyze meaningful resolution trends to identify systemic issues and opportunities.
• Deliver regular performance reporting to the Senior Manager of Physical Fulfillment, including productivity highlights, risks, and support needs.
• Partner with leads to ensure KPI data is captured accurately and consistently.
• Build and maintain strong, trust-based relationships with court clerks, sheriff’s offices, and other county personnel across all supported jurisdictions.
• Serve as the primary escalation point for complex jurisdiction-specific issues that exceed lead authority.
• Stay current on court procedures, filing requirements, scheduling norms, and regulatory changes across assigned jurisdictions.
• Proactively communicate relationship status and jurisdiction-level risks to senior leadership.
• Coach leads on strategic approaches to managing high-volume queues, prioritizing aging work, and preventing backlogs.
• Guide leads through attendance and coverage decisions to maintain throughput without creating bottlenecks.
• Review and calibrate daily/weekly workload distribution across teams to balance capacity effectively.
• Advise on escalation triage: what to push, what to hold, and how to sequence competing priorities.
• Continuously identify opportunities to streamline workflows and reduce customer turnaround times.
• Champion the identification, piloting, and adoption of AI tools that improve team efficiency and output quality.
• Partner with operations, technology, and product teams to scope, test, and implement process improvements.
• Document and standardize updated workflows, ensuring leads and specialists are trained and aligned on changes.
• Serve as the subject matter expert on court and sheriff processes, educating leads and team members on jurisdiction-specific requirements.
• Develop and maintain training materials covering court filing procedures, service of process protocols, and best practices.
• Ensure leads are conducting team huddles, quality spot checks, and touchpoints that reinforce learning and consistency.
• Identify skill gaps across teams and build targeted coaching plans to close them.

Court Support Manager

Account Manager

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