Client Success Coordinator

Company Overview

At Bibiyan Law Group, we are dedicated to protecting and advancing the rights of employees across California. Our team of experienced employment attorneys advocates for individuals facing workplace injustices, including wrongful termination, discrimination, harassment, and wage disputes.

Position Overview

Bibiyan Law Group is seeking a Bilingual Client Success Coordinator to support our Intake Department and serve as a key point of contact for potential clients and clients during the initial intake and evaluation process to assignment. This role is highly phone- and communication-focused, ensuring clients feel heard, supported, and informed as they move through the intake decision process.

The Client Success Coordinator will work closely with the Intake Manager, Intake Attorney, and Pre-Litigation team to:

• Communicate case status and next steps (approved, declined, referred, or pending review).
• Address concerns and escalations.
• Help maintain a positive client experience and protect the firm’s reputation.

This is an individual contributor role focused on client communication, experience and issue resolution.

Key Responsibilities:

• Serve as a primary point of contact by phone, email, and text for clients and potential clients during the intake and evaluation process.
• Handle client inquiries and escalations during intake, providing clear next-step guidance on approvals, declinations, referrals, or pending matters.
• Make outbound follow-up calls to provide updates, clarify information, and ensure clients understand where they are in the process.
• Use strong, empathetic communication to diffuse tense or emotional situations and guide conversations toward resolution.
• Ensure consistent communication, messaging and timely updates in coordination with the Intake Manager, Intake Attorneys, and Pre-Litigation team.
• Accurately document all client interactions, concerns, and resolutions in the firm’s case management and intake systems.
• Identify trends or recurring issues and flag them to the Intake Attorneys for process improvement.
• Maintain a high standard of client experience, proactively addressing concerns and helping to prevent negative experiences and online reviews.
• Support internal complaint/issue tracking and follow-up, as needed, to ensure commitments made to clients are fulfilled.
• Assist with mentoring or supporting other team members handling escalated client inquiries, as requested by the Intake and Pre-litigation Teams.

Required Qualifications

• Located in Los Angeles, CA and able to work in-office on a hybrid basis to meet clients and potential clients as necessary at the office
• Bilingual in English and Spanish, with the ability to communicate clearly, professionally, and comfortably in both languages over the phone and in writing.
• Exceptional phone skills, including professional phone etiquette, active listening, and the ability to build rapport quickly.
• Demonstrated experience in roles requiring empathy, tact, and clear communication around sensitive updates or complex situations.
• Exceptional verbal communication skills with excellent verbal clarity.
• Proven ability to remain calm, professional, and solutions-oriented under pressure or when handling upset/frustrated individuals.
• Experience working in a fast-paced environment with strong attention to detail and follow-through.
• Ability to independently take ownership of client issues, drive next steps, and close the loop with both clients and internal stakeholders.
• Exceptional organizational skills, including managing multiple client matters at once, prioritizing follow-ups, and keeping accurate records, paired with strong cross-functional collaboration with Intake, Pre-Litigation, and attorney teams.

Preferred Qualifications

• Bachelor’s degree or equivalent work experience.
• At least 1 year of customer service, client relations, or call center experience, preferably in a high-volume or escalations environment.
• Experience in legal intake, case management, or a professional services environment (e.g., tech, medical, financial, insurance, or other regulated fields).
• Familiarity with CRM or case management tools and documenting detailed notes in a system.

Job Type: Full-time

Pay: $22.00 - $27.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person