Scheduler, Customer Success

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Scheduler, Customer Success based in the United States.** Join a fast-growing technology company specializing in court reporting and litigation support services, where exceptional client service and operational excellence are central to success. As a Scheduler, Customer Success, you will coordinate depositions and related services, ensuring that clients, providers, and internal teams stay aligned throughout the scheduling process. You will manage complex booking requests, handle last-minute changes, and ensure that every logistical detail is addressed accurately and efficiently. Working closely with Account Managers and cross-functional operations teams, you will help deliver a seamless, professional, and personalized client experience. Your role will be essential in resolving scheduling challenges, maintaining clear communication, and ensuring that client preferences are consistently met. This fully remote opportunity offers a collaborative, technology-driven environment where adaptability, attention to detail, and strong organizational skills are highly valued. If you enjoy solving problems, building client relationships, and contributing to a growing business, this role offers an opportunity to make a meaningful impact while developing your career. ### Accountabilities - Coordinate and manage deposition scheduling requests, ensuring all logistical details are accurate and confirmed with clients and relevant service providers. - Handle complex, high-priority scheduling and rescheduling requests, adapting quickly to changing circumstances while minimizing disruption and keeping all parties informed. - Maintain detailed records of client preferences and communicate relevant requirements to internal teams to deliver a personalized, high-quality service experience. - Provide administrative support to Account Managers, including processing client requests, coordinating new jobs and services, managing exhibits, and addressing pre-deposition requirements. - Monitor and triage incoming requests through Zendesk, directing inquiries to the appropriate operations team or Account Manager for timely resolution. - Communicate proactively with clients to confirm scheduling details, address questions, provide updates, and ensure expectations are clearly understood. - Manage challenging client interactions professionally, de-escalating concerns when possible and escalating more complex issues to the Scheduling Manager when appropriate. - Collaborate with Account Management, Scheduling, and Operations teams to coordinate resources, resolve scheduling conflicts, and meet client needs. - Maintain accurate and organized documentation across scheduling systems and other cloud-based applications. - Balance multiple competing priorities while meeting service expectations, maintaining accuracy, and supporting efficient day-to-day operations. - Identify potential scheduling issues and communicate them promptly to minimize delays and maintain service quality. - Contribute to continuous improvement by adapting to new systems, following established processes, and supporting the team's evolving operational needs. ## Requirements - At least two years of experience in administrative support, coordination, or operational assistance, preferably within a court reporting agency, law firm, or legal services organization. - Strong organizational and time-management skills, with the ability to prioritize competing requests, manage multiple deadlines, and remain productive in a fast-paced environment. - Excellent written and verbal communication skills, including active listening and the ability to communicate professionally with clients, colleagues, and external service providers. - Strong attention to detail and the ability to manage complex, process-driven tasks efficiently while maintaining accurate records. - Proficiency with technology, business software, and cloud-based applications; experience with Google Workspace and Slack is preferred. - Ability to learn new systems, tools, and procedures quickly and apply them effectively in daily operations. - Demonstrated integrity and discretion when handling confidential client information, sensitive documents, and legal-service-related communications. - Strong customer service skills, with the ability to build trust, manage expectations, and deliver a responsive, personalized client experience. - Sound judgment and problem-solving skills, including the ability to resolve routine scheduling issues independently and recognize when escalation is necessary. - Flexibility and adaptability when priorities change or situations involve ambiguity, while maintaining professionalism and organization. - A collaborative mindset and willingness to work closely with Account Managers, Scheduling Managers, and cross-functional operations teams. - Enthusiasm for working in a fast-paced, growing technology company, with a proactive attitude toward learning, professional development, and career growth. - **Location and schedule requirement:** Must reside in the Pacific, Mountain, or Central Time Zone and be available to work either 9:00 AM–5:30 PM Pacific Time or 10:00 AM–6:30 PM Pacific Time. ## Benefits - **Competitive hourly pay:** $20–$27 per hour. - **Medical coverage:** Company-sponsored healthcare plans for employees and eligible dependents. - **Dental and vision insurance:** Comprehensive coverage options to support employee and family well-being. - **Wellness and mental health benefits:** Shared wellness resources and mental health benefits available to employees and their families. - **Flexible paid time off:** A flexible PTO policy designed to support work-life balance. - **Equity opportunities:** Eligibility for equity options, allowing employees to participate in the company's long-term growth. - **Home office support:** Home office setup assistance to help create a productive remote workspace. - **Monthly connectivity stipend:** Financial support for internet and phone expenses. - **Remote work flexibility:** Work from home within the United States, provided you meet the required time-zone and scheduling conditions. - **Growth opportunities:** The chance to develop your skills and grow professionally within a fast-moving technology business. - **Collaborative team culture:** Work alongside customer-focused professionals committed to delivering reliable, high-quality service. - **Meaningful client impact:** Help law firms and legal professionals coordinate essential deposition services through dependable scheduling and responsive support.