Implementation Specialist

Implementation Specialist

Job Summary

We are looking for an Implementation Specialist to join the team at TSEG, a division of Cloud[8]Sixteen, Inc. Our team provides top-notch digital advertising services primarily for the legal industry. In this role, you will work directly with the Director of Implementation to build workflows, manage compliance tasks, coordinate with call-center teams, and deliver accurate, high-quality client assets.

Key Responsibilities

Workflow & Operations Build-Out

• Build, update, and QA intake forms, quizzes, questionnaires, branching logic, picklists, and Docubee packets.
• Translate criteria sheets and attorney directives into structured workflows.
• Maintain version-controlled documentation across all litigations.

Client & Partner Coordination

• Prepare and deliver updated questionnaires, SOPs, previews, snapshots, and comparison sheets.
• Draft clear client-facing summaries of updates, changes, and timelines.
• Track partner requests and ensure timely execution.

PFS, Secondary, Verification & Retainer Support

• Build and maintain PFS, Secondary, Verification, Retainer, and HIPAA workflows.
• Conduct final QA on PFS submissions.
• Draft claimant-facing messaging and track progress across all stages.
• Prepare, mail, and log physical Retainers when e-sign is not possible.

Call-Center Team Alignment

• Provide call teams with updated scripts, logic, SOPs, instructions, and onboarding materials.
• Coordinate workflow changes to ensure accuracy across agents.
• Manage credentials and account setups for new users (Airtable, email, CRMs, Docubee, etc.).

Documentation, SOPs & Quality Assurance

• Convert rough notes into clean, well-structured SOPs.
• Maintain a centralized library of all forms, workflows, cadences, and compliance documents.
• QA all builds for logic accuracy, disqualifiers, compliance alignment, and PFS mapping.
• Investigate and summarize issues reported by agents or claimants.

Compliance, Credentialing & Special Projects

• Support CNAM/Caller ID registrations, LOAs, W-9 collection, and compliance documentation.
• Manage onboarding and offboarding credentials for call-team users.
• Build workflows for dead-lead campaigns and friendly serves; track attempts and outcomes.

Reporting & Light Analysis

• Maintain Airtable/Sheets dashboards (Retainers, PFS, Secondary, HIPAA/HITECH, Verification).
• Prepare weekly internal and client-facing reports.

Skills

• Exceptionally organized and detail-oriented
• Strong written communicator
• Able to convert complex rules into clear workflows
• Comfortable managing multiple priorities
• Tech-savvy (Airtable, Google Workspace, forms, workflow tools)
• Bonus: Experience in legal operations, mass tort, plaintiff intake, or call-center operations

Qualifications
Required

• 2–4+ years in operations, workflow, paralegal, intake, or coordination roles
• Strong documentation and organizational skills
• Experience with structured tools (Airtable, Sheets, Google Forms)
• Able to handle confidential legal data

Preferred

• Legal background
• Workflow mapping or technical documentation experience
• QA, compliance, or intake-ops experience
• Familiarity with call-center tech systems (JustCall, CRMs, etc.)

If you thrive on building structure, solving operational problems, and keeping complex systems running smoothly, we’d love to hear from you!

Job Type

Full-time

Pay

$55,000.00 - $60,000.00 per year

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Location

Austin, TX or surrounding area preferred

Work Location

Remote/Flex

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Work Location: Remote