About LegalZoom
LegalZoom is on a mission to help people navigate the legal system with confidence and clarity. As a leader in online legal services for over 20 years, we combine technology, attorney-led solutions, and expertise to protect the aspirations, lives, and legacies of millions of customers. If you’re ready to contribute to a collaborative, diverse, and distributed group of creative thinkers and problem-solvers, we can’t wait to meet you.
Where we work
We believe work should work for you. LegalZoom supports a remote-friendly environment that gives employees flexibility and balance. Our Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more.
We believe work should work for you. LegalZoom supports a remote-friendly environment that gives employees flexibility and balance. Our Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more.
Want more jobs like this?
Get jobs in Austin, TX delivered to your inbox every week.
The position will be onsite at our Austin,TX office.
Overview
At LegalZoom, we simply do not believe that it should cost thousands of dollars to create a will, form a business, or apply for a trademark. So, we started a movement to make legal help available to all. Our Fulfillment Agents are extremely detail-oriented, have exceptional proofreading skills, can meet tight deadlines, and work with different legal products each day. It’s all part of helping our customers achieve their dreams.
You will
- Provide outstanding customer service via inbound and outbound phone calls, email, and other communication channels, ensuring polite and professional interactions.
- Act as the primary point of contact for customers, proactively identifying their needs, building rapport, and fostering positive, ongoing relationships.
- Address customer inquiries and resolve complex issues efficiently and effectively, demonstrating ownership and ensuring satisfaction. Manage customer escalations, collaborating with subject matter specialists and other teams to achieve resolution.
- Manage the customer lifecycle, including guiding customers through company products, services, terms of sale, billing, order fulfillment, and website navigation. This includes completing fulfillment work (e.g., order processing, document revisions/uploads) and managing a pipeline of customer needs related to various offerings (e.g., attorney services, business formations, virtual mail, tax and bookkeeping services, registered agent, estate planning, and intellectual property products).
- Maintain accurate and detailed records of customer interactions and resolutions in designated systems (e.g., Salesforce), including updating cases, accounts, and other relevant objects.
- Identify and resolve order fulfillment problems, including liaising with government agencies (e.g., Secretary of State, IRS) as needed. Proactively identify customer needs and potential issues to simplify the customer experience, reduce friction, and build trust.
- Manage multiple tasks, prioritize requests, and maintain a schedule of new work and follow-up activities in a high-volume, time-sensitive environment.
- Apply logic and deductive reasoning to analyze information, understand specific requirements, and solve problems effectively.
- Champion clear communication with internal and external partners to align on solutions and drive results. Collaborate cross-functionally with Program, Quality, and Training teams to improve existing workflows and processes.
- Support and train partner teams (internal, offshore, vendor) through back-office support, documentation, and live walkthroughs.
- Identify opportunities to improve the Customer Experience continuously, utilizing customer feedback and a mentality focused on investigation and root cause analysis. Achieve service level agreements (SLAs), productivity, and quality metrics.
- Stay updated on product knowledge and proactively expand industry knowledge. Adapt to changing priorities and a dynamic environment with a positive and constructive attitude.
- Perform other duties as assigned.
You have
- Excellent communication and interpersonal skills, with the ability to build rapport and provide exceptional customer service.
- Strong problem-solving skills, with the ability to think creatively and use various methods to anticipate and resolve issues.
- Ability to manage multiple tasks, prioritize effectively, and work efficiently in a fast-paced environment.
- Proficiency in navigating multiple data platforms and utility suites (e.g., Salesforce, Google and Microsoft Applications).
- Effective attention to detail in reviewing information, understanding, and applying logic based on specific requirements.
- Ability to work independently and as a team player.
- Flexibility to work evenings, weekends, and holidays as needed.
- (Preferred) Legal industry background, experience, and/or knowledge.
LegalZoom is a remote-first company and the national range for this role is ($33,800 - $43,750). Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.
● Medical, Dental, Vision Insurance
● 401k, With Matching Contributions
● Paid Time Off
● Health Savings Account (HSA)
● Flexible Spending Account (FSA)
● Short-Term/Long-Term Disability Insurance
● Plus other wellness benefits to include:
○ Fertility
○ Mental Health
○ One Medical
○ Fringe lifestyle benefits up to $250
Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Additionally, LegalZoom is enrolled in the E-Verify program. For additional information on E-Verify, please visit Participation and Right to Work pages.