(Paralegal) Legal Client Relations & Escalations Specialist

We are seeking a professional and highly communicative Paralegal to provide legal, administrative, and client relations support. This is a client-facing, voice-based role primarily responsible for handling escalated calls, client disputes, and sensitive case-related concerns on behalf of the law firm and its attorneys.

The ideal candidate can confidently communicate with U.S.-based clients, remain composed when assisting irate or distressed individuals, demonstrate genuine empathy, and clearly explain case statuses, processes, and next steps based on attorney-approved information.

NON-NEGOTIABLE QUALIFICATIONS

• Paralegal training, a Juris Doctor educational background, or a degree in Legal Management, Political Science, Law, or a related field

• Excellent verbal and written English communication skills suitable for U.S.-based clients

• C1 English proficiency preferred; minimum B2.2+ required

• Confident and professional telephone manner

• Ability to handle escalated concerns, disputes, complaints, and irate clients calmly and objectively

• Strong active-listening, empathy, conflict-resolution, and de-escalation skills

• Ability to explain complex case processes and updates in clear, client-friendly language

• Strong attention to detail when handling confidential and time-sensitive information

• Excellent organizational skills and the ability to manage multiple cases, files, deadlines, and follow-ups

• Ability to maintain confidentiality, accuracy, professionalism, and appropriate boundaries

• Comfortable using CRM platforms, case management systems, and other internal tools

• Willingness to learn the firm's legal workflows, documentation requirements, and internal procedures

REMOTE WORK REQUIREMENTS

Candidates must have:

• A reliable computer or laptop suitable for daily remote work

• A fast and stable internet connection

• Noise-canceling headphones with a clear, professional-quality microphone

• A quiet, private, and professional working environment suitable for confidential client calls

PREFERRED QUALIFICATIONS

• Experience working as a Paralegal or providing support within a law firm

• Experience in immigration law, legal operations, or legal client services

• Familiarity with case management platforms such as Clio

• Previous experience in customer service, executive assistance, sales, or a voice-based account

• Experience handling client escalations, disputes, complaints, and service recovery

• Near-native English fluency and familiarity with communicating with U.S.-based clients

KEY RESPONSIBILITIES

• Handle inbound and outbound calls involving escalated client concerns, complaints, disputes, andcase-related questions

• De-escalate difficult conversations while remaining calm, professional, empathetic, and solution-oriented

• Help clients understand the status, process, timeline, and next steps of their cases based on verified information and attorney-approved guidance

• Communicate on behalf of the law firm and its attorneys without providing unauthorized legal advice

• Set clear and realistic expectations while maintaining client trust and confidence

• Document all calls, client concerns, actions taken, commitments, and follow-up requirements accurately

• Coordinate with attorneys, paralegals, and internal departments to resolve client concerns promptly

• Prepare, organize, review, and maintain legal and case-related documentation

• Track case updates, deadlines, missing requirements, follow-ups, and required next steps

• Maintain complete and accurate records within the firm's CRM and case management systems

• Escalate missing information, inconsistencies, unresolved concerns, or potential risks to the appropriate team

• Protect client confidentiality and comply with all firm policies and legal procedures

• Support quality assurance, compliance, and continuous process improvement initiatives