Helpdesk & Customer Experience Coordinator at How to Manage… · Remote

Who are you?

You are the person everyone goes to when something breaks, doesn’t make sense, or just needs to get figured out. Not because it’s “your job”… but because you actually give a damn and you don’t like seeing things fall through the cracks.

You are thoughtful, responsive and resourceful. You don’t just answer questions, you own them. When something lands in your lap, it stays yours until it’s actually solved. Not forwarded. Not “circling back.” Solved.

You are the kind of person who can walk into a messy situation, find the signal in the noise and calmly start putting the pieces together. You ask good questions. You don’t pretend to know things you don’t know. But you also don’t stop until you find someone who does.

You have good judgement. You know when to handle something yourself, when to pull in a specialist, and how to escalate something that’s starting to smell like a problem before it turns into a dumpster fire.

You are organized… but not in a rigid, corporate, “follow the script” kind of way. More like… you can juggle 15 things at once, keep people informed, and still make everyone feel taken care of.

You notice patterns. When something weird happens once, you clock it. When it happens five times, you’re already connecting dots. When it happens ten times, you’re raising your hand and saying “hey… something’s off here” before anyone else even realizes it.

You are not the person who says “not my job.” That phrase should make you physically uncomfortable. If you see something going wrong, you say something. If you can help fix it, you do.

And most importantly… you care. You care about the person on the other end of the request. You care about your teammates. You care about getting it right. Because this isn’t about tickets… it’s about people.

Who Are We?

We are How To Manage A Small Law Firm.

And before you start thinking “I don’t know anything about law firms”… relax. Most lawyers don’t either. That’s kind of the point.

We help small law firm owners run better businesses. Which means better decisions, better systems, better financial outcomes and, ultimately, better lives.

We’ve been named by Inc Magazine as one of the 5,000 Fastest Growing Privately Owned Companies in America every year since 2013. We currently support more than 500 law firms across the country and we are growing fast. Like… really fast.

We are a values-driven organization with high standards and a strong sense of personal responsibility. We work hard, we laugh a lot, and we take what we do seriously… but not ourselves.

We don’t hire jerks. We don’t keep jerks. Clients or team members. Life’s too short.

We like people who think, who care, who take ownership and who are willing to raise their hand and say “I don’t know, but I’ll find out.”

“Ok… but what is the job?”

Great question.

You are the front door and the control center for help inside this company.

You own the Helpdesk. That means when someone (client or team member) needs help, direction, answers, support, or just doesn’t know where to go… they come to you.

You are the main point of contact and the coordinator for requests across IT, Accounting, Contracts, Events and anything else that pops up (and things will pop up).

You are not just passing messages. You are making sure things actually get handled.

You will:

• Receive, triage and manage incoming help requests
• Figure out what’s being asked, what’s actually needed (not always the same thing), and who needs to be involved
• Solve what you can on your own and coordinate the rest
• Follow-up. And then follow-up again if needed. And again. Until it’s done
• Keep people informed so no one is sitting there wondering what’s happening
• Escalate when something is stuck, slowing down, or quietly dying in a corner

You will also:

• Track and report on helpdesk activity (volume, trends, types of issues, where things are coming from, etc.)
• Spot patterns and raise your hand when something doesn’t look right
• Help us improve how we support both our clients and our internal team

And yes… sometimes you’ll be doing things like coordinating customer gifts for advisors and team members. Because details matter. Thoughtfulness matters.

This role is a central piece of our customer experience. You are helping us walk & talk our Core Values and deliver on our Brand Promise every single day.

What this job is NOT

This is not a “check the box, forward the email, call it a day” job.

If your idea of helpdesk is moving tickets from one column to another… you will hate this job.

If you need someone to tell you exactly what to do every minute of every day… you will hate this job.

If you don’t like being accountable for outcomes… you will hate this job.

What success looks like

• People feel taken care of
• Problems actually get solved
• Nothing important falls through the cracks
• Patterns are spotted early and addressed
• The team trusts you because they know “if it goes to you, it will get handled”

Compensation

We are targeting a salary in the $65,000 – $85,000 range depending on experience, plus a strong benefits package including:

• Medical, dental & vision (75% covered)
• 401K with match
• Unlimited PTO
• Short-term & long-term disability
• EAP program
• Ongoing personal & professional development

The fine print (but important)

This is a FULL TIME remote role.

Yes, remote. No, not part-time. Full-time.

You will be sitting, typing, thinking, solving problems and communicating a lot throughout the day. Occasionally things will require urgency, flexibility, and jumping in when needed.

We can currently only hire from the following states: AZ, CO, FL, GA, IL, MD, MI, NC, NJ, NY, PA, TX, VA, WA. (Yes, we know. It’s annoying. Taxes.)

Still reading?

Good. That usually means something about this feels right.

If you’re the kind of person who takes ownership, gives a damn, and gets a strange amount of satisfaction from making things work the way they’re supposed to…

We’d probably like you.