Court Support Manager

ABC Legal Services

Court Support Manager leading five teams to drive KPI performance and process innovation at ABC Legal Services. Responsible for relationship management with courts and sheriffs.

Posted 5/27/2026full-timeRemote • Washington • 🇺🇸 United StatesMid-LevelSenior💰 $54,000 - $64,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

3+ years of experience in legal process serving, court filing, civil process operations, or a closely related field.
2+ years of experience managing or leading teams, including direct people management responsibility.
Demonstrated ability to analyze operational data, identify trends, and translate insights into action.
Strong relationship-building skills with the ability to communicate effectively with court and sheriff personnel.
Proven track record of driving team performance against defined KPIs and measurable goals.
Ability to manage multiple competing priorities in a fast-paced, high-volume environment.
Experience with legal technology platforms, case management systems, or workflow automation tools.
Familiarity with AI-powered tools and an interest in incorporating technology to improve team efficiency.
Experience in a multi-team or multi-jurisdictional environment.
Background in continuous improvement methodologies (Lean, Six Sigma, or similar).

Benefits

Comp & perks

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
Real growth opportunities within a rapidly scaling company

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

legal process servingcourt filingcivil process operationsdata analysisKPI managementworkflow automationcontinuous improvement methodologiesLeanSix Sigma

Soft Skills

team managementrelationship buildingcommunicationcoachingperformance oversightstrategic thinkingproblem solvingprioritizationtraining