Scheduling Assistant, Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Scheduling Assistant, Customer Success based in the United States.

We are looking for a highly organized and customer-focused Scheduling Assistant to support a growing Customer Success team within a fast-paced legal technology environment. In this role, you will play an essential part in coordinating deposition bookings, managing client requests, and ensuring a seamless scheduling experience. You will work closely with Account Managers, clients, and internal operations teams to handle scheduling needs, resolve issues, and maintain smooth day-to-day operations. Your ability to anticipate client needs, manage competing priorities, and communicate effectively will directly contribute to customer satisfaction and long-term relationships. This is an excellent opportunity for a detail-oriented professional who enjoys problem-solving and thrives in a collaborative, technology-driven startup environment.

Accountabilities:

Scheduling & Coordination: Manage complex and high-priority deposition scheduling and rescheduling requests, ensuring all logistical details are accurately coordinated and confirmed with relevant parties.
Client Relationship Support: Communicate directly with clients to understand their preferences, coordinate service requirements, and deliver a responsive, personalized customer experience.
Administrative Assistance: Support Account Managers with client requests, new service bookings, deposition preparation, exhibit coordination, and other administrative responsibilities.
Request Management: Monitor and triage incoming requests through Zendesk, ensuring inquiries are appropriately prioritized and directed to the relevant operations teams or Account Managers.
Issue Resolution: Handle challenging client interactions professionally, proactively de-escalate concerns, resolve issues within your scope of responsibility, and escalate more complex matters to the Scheduling Manager when necessary.
Cross-Functional Collaboration: Work closely with scheduling, account management, and operations teams to ensure client requirements are understood and fulfilled efficiently.
Client Preference Management: Maintain accurate records of client preferences and communicate relevant details internally to ensure consistent, high-quality service.
Operational Efficiency: Adapt quickly to changing priorities, manage multiple requests simultaneously, and maintain accurate administrative processes while minimizing scheduling disruptions.
Requirements:
Professional Experience: At least 2 years of experience in administrative support, scheduling, coordination, or operational assistance, preferably within a court reporting agency, law firm, or legal services organization.
Technical Proficiency: Comfortable using technology, cloud-based applications, and business software. Experience with Google Workspace and Slack is preferred.
Communication Skills: Excellent written and verbal communication abilities, with strong active listening skills and the confidence to interact professionally with clients and internal stakeholders.
Organizational Skills: Exceptional attention to detail, time management, and prioritization abilities, particularly when handling multiple requests and competing deadlines.
Customer Service Orientation: Strong interpersonal skills and the ability to provide attentive, personalized service while maintaining professionalism during challenging interactions.
Confidentiality & Integrity: High ethical standards and the ability to handle sensitive client information and confidential documentation responsibly.
Adaptability: Ability to learn new systems and processes quickly, navigate ambiguity, and remain organized in a changing work environment.
Problem-Solving: A proactive approach to identifying issues, managing client concerns, and determining when independent resolution or escalation is appropriate.
Team Collaboration: Ability to work effectively with cross-functional teams and contribute to shared operational and customer satisfaction goals.
Work Schedule: Availability to work consistently from 10:00 AM to 7:00 PM Pacific Time (PT).
Growth Mindset: Enthusiasm for working in a fast-growing technology startup and motivation to develop professionally as the organization expands.
Benefits:
Hourly Compensation: Competitive pay ranging from $20 to $27 per hour.
Healthcare Coverage: Company-sponsored medical, dental, and vision insurance plans, with generous coverage options for employees and their dependents.
Wellness & Mental Health: Shared wellness and mental health benefits designed to support employees and their families.
Flexible Paid Time Off: Flexible PTO to help employees maintain a healthy work-life balance.
Equity Opportunities: Access to equity options, allowing employees to participate in the company's growth and success.
Remote Work: Fully remote working arrangement within the United States.
Home Office Support: Home office setup assistance, along with a monthly stipend to help cover internet and phone expenses.
Employment Type: Full-time, hourly, non-exempt position with benefits.
Additional employee perks and development opportunities as the organization continues to grow.