Senior Client Manager

About iCopy Legal:
iCopy Legal is a leading provider of records retrieval and copy services, catering to insurance carriers and law firms. We are dedicated to delivering efficient, transparent, and innovative solutions, ensuring exceptional client satisfaction. At iCopy, we value our employees' time and efforts by offering competitive benefits, fostering growth opportunities, and maintaining a supportive, collaborative work environment.

Position Overview:

The Senior Client Manager is responsible for overseeing client relations, managing a small team, and ensuring high-quality case management and client communication. This role combines strategic client management with hands-on responsibilities such as case reviews, reporting, and monitoring workflow. The position requires attention to detail, consistency, and the ability to anticipate client and team needs.

This is a fully remote, full-time position.

Key Responsibilities:

Client Management

• Build and maintain client relationships; ensure all client cases are completed promptly.
• Interact directly with clients and address escalations in a professional manner.
• Contact clients regarding case updates or questions as needed.
• Diligently respond to client and internal company communications within 24 hours.

Case Reviews & Quality Control

• Perform 3–4 hours of daily case reviews (targeting ~80 requests/day).
• Double-check paperwork, amendments, and supporting documents (with assistance from peers until confident).
• Monitor all case triggers with a 24-hour delay, ensuring no deadlines or compliance issues are missed.
• Review pending/delayed orders (plaintiff mailing schedule) weekly.
• Check RTP folder weekly for rush or past-due records.
• Verify weekly RUSH & 14-Day lists.

Reporting & Oversight

• Pull weekly reports every Friday: Missed cases/requests, Mailing totals, Request/case totals.
• Pull Vonage call reports weekly.
• Approve contractor hours each Friday.
• Provide monthly and quarterly reports evaluating KPIs and areas for improvement.

Client Services & Communication

• Ensure professional and timely communication with clients
• Monitor, respond to, and escalate client notes and triggers appropriately
• Review client emails and provide follow-up as needed
• Maintain organized communication and records to support high-level client satisfaction

Team Management & Development

• Lead weekly GR Team Meetings and attend leadership meetings.
• Conduct monthly 1:1s with Assistant Manager and Task Manager.
• Coach and support team members to meet departmental goals.
• Ensure SOPs are understood, maintained, and updated as needed.

Qualifications & Skills:

• A minimum of 5 years of leadership experience.
• A minimum of 5 years of client facing experience.
• Exceptional attention to detail with a focus on accuracy and efficiency.
• Strong organizational skills, capable of managing multiple tasks and shifting priorities.
• Clear and professional communication, both written and verbal.
• Proven ability to work independently, while remaining collaborative and responsive within a team setting.
• Technologically adaptable and quick to learn new software systems, internal tools, and workflows.

Previous experience in administrative, operational, or support roles preferred (especially in a legal or document-heavy environment).

Physical Requirements:

• Must be available to work full-time, Monday through Friday
• Prolonged periods of sitting or standing at a desk and working on a computer
• Travel is not required

Culture Snapshot:
Our team is passionate about delivering accuracy and quality through our legal services. We’re proud to offer a career experience that emphasizes collaboration, creative problem-solving, and diverse thinking.

Benefits:

• 401(k)
• Medical, Dental, and Vision Insurance
• Life and Disability Insurance
• Health Savings Account (HSA) option
• Flexible Spending Account (FSA)
• Flexible PTO
• Paid holidays
• Sick leave
• Commuter program

EEO Statement:
iCopy is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. iCopy is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at HR@icopylegal.com.

Disclaimer:
This job description is not intended to cover every task or responsibility. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.

Job Type: Full-time

Pay: $26.00 - $30.00 per hour

Benefits:

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

Experience:

• leadership: 5 years (Required)
• client facing: 5 years (Required)

Work Location: Remote