Client Success Specialist / Customer Experience Manager

Role Description The Client Success Specialist / Customer Experience Manager is a part-time remote role responsible for supporting individuals who interact with the local police court, including citizens, legal representatives, and internal stakeholders. On a day-to-day basis, this role manages inquiries via phone, email, and digital platforms, ensuring that information about procedures, deadlines, and requirements is clear and accessible. The specialist monitors service interactions, identifies pain points in the customer journey, and collaborates with court staff to improve processes and communication. Responsibilities include documenting recurring issues, preparing concise guides or FAQs, tracking satisfaction metrics, and following up with users to confirm resolution. The role also involves coordinating with internal teams to escalate complex cases, maintaining accurate records, and proposing improvements that enhance overall client experience.

Qualifications

• Strong customer-facing capabilities, including Customer Service and Customer Satisfaction skills to support individuals throughout their interactions with the court.
• Experience in Customer Experience and Communication to design clear touchpoints, manage inquiries, and maintain a respectful, empathetic tone with diverse users.
• Solid Analytical Skills to interpret feedback, identify trends in service issues, and propose data-informed improvements to processes and documentation.
• Ability to work effectively in a remote, part-time environment, managing time, priorities, and multiple communication channels with minimal supervision.
• Excellent written and verbal communication skills in en_US; proficiency in Spanish is highly beneficial given the local context.
• Familiarity with public-sector, legal, or administrative environments is an advantage, along with experience using CRM or ticketing tools.
• Demonstrated commitment to impartiality, confidentiality, and ethical handling of sensitive information.
• Relevant post-secondary education or training in fields such as communications, public administration, customer success, or related disciplines is preferred.