Client Support And Project Coordinator

The Modern Firm

The Modern Firm, LLC is a branding, website design and digital marketing agency for solo and small firm attorneys throughout the US. In business for 20 years, we have worked with 1500+ law firms in nearly every state (still holding out for Hawaii) and have a dedicated and creative team of 19 remote employees and another 6+ regular contractors. We’re headquartered out of Ann Arbor, Michigan, USA but our team is now spread across 10 states and three countries.

You can learn more about all of us (and our pets) . We have a culture of accountability and self direction. Do your work, do it well, take care of yourself, look out for the team and our clients. Invest in us, and we will invest in you.

We operate around a set of five core values summarized here. If you don’t align with these, please don’t apply.

• We Put Relationships First: We foster genuine connections with people, always give the best advice, and act in ways that build trust and long-term positive relationships.
• We Keep It Real: We prioritize clear communication by transparently setting expectations, providing constructive feedback, and ensuring that our explanations are educational and informative for others.
• WeSolve Problems: We are proactive in addressing issues before they grow, work to identify the root cause of a problem, and strive for elegant solutions.
• We Own It: We are people that can be counted on to be precise, proficient and resourceful when it comes to delivering on commitments and tasks.
• We Evolve: We eagerly welcome change, actively pursue opportunities for personal and professional growth, and are unafraid to experiment and explore ways to make things better.

Our Clients

We work exclusively with solo and small law firms (under 10 attorneys) throughout the United States. We go to great lengths to screen new clients and ensure that their needs and expectations are an overall good fit for our services and approach. Most of our clients are successful and established, and are looking for a website to validate, enhance and further grow their practice. They are also typically overwhelmed with both being a lawyer and running a law firm. This is where we come in.

When we are at our best, we are essentially serving as their outsourced web and online marketing department, taking nearly everything related to their online presence off of their plate and on to ours. When we’re successful, we are helping our clients get more fulfillment out of running their practice and enabling them to help more people and do more of what they love.

We work very hard to screen clients to ensure that they are a right fit for what we can provide as this leads to positive, long-term relationships.

Our Team

• Director of Technology, to whom you will report directly. He oversees all aspects of client website support, website development, server functionality, and other technical services.
• Developers, who develop fully coded and functional websites based on the approved website design our team creates, user experience, and other digital assets requested by our clients.
• Designers, who create an array of digital and print design assets, including: website design, logos, branded print collateral, social media imagery, and more.
• Attorney Copywriters, who research and draft website content for our clients’ websites.
• Digital Marketing Specialists, who are responsible for overseeing all marketing efforts and provide guidance to clients based on service requests.

The Role

In this role you will be responsible for supporting our technology development team by providing customer service and website support for our hosting clients. Tasks that you’ll be performing as a part of this job include:

• Primary contact person for all website hosting clients focused in customer service and sales
• Approachable communication style and comfortable with email, video, and phone call interactions with clients
• Equipped with the knowledge and understanding of solo and small law practices
• Ability to speak with clients in simple terms to explain technical solutions required to fit their request
• Confident in handling various situations that do not have documented processes, as many requests are unique to each specific client need
• Strength in multi-tasking and prioritizing tasks to meet reasonable deadlines
• Understanding of our capabilities and processes for deliverables, with the ability to uncover sales opportunities and pitch clients solutions tailored to their needs
• Coordinate and manage tasks and projects for development, support and design requests
• Manage support inbox by reviewing inbound emails, assigning communication to the appropriate team member, and ensuring the team is timely with responses and resolutions to client questions
• Complete administrative tasks required to equip each team member with what they need to successfully complete their work
• Create and assign tasks in Zoho Projects to ensure they are completed in a timely manner.
• Ability to effectively communicate with developers, designers, and support personnel, keeping an open line of communication between all departments.
• Deep understanding of WordPress themes, modules, shortcodes, and our custom framework
• Documenting our support processes and procedures.
• Perform updates and troubleshooting on website issues as needed
• Client requested content updates
• DNS record updates
• Gaining access to domain registration accounts
• Plugin installation and configuration
• Assisting clients with adding Google Analytics scripts to WordPress
• Determining the best approach to helping clients with Google Search Console Issues

Experience

• 3 + years of experience in customer service and client-facing technical support roles
• WordPress Knowledge Requires, Multisite Knowledge Preferred
• cPanel and WHM
• DNS experience
• CSS, PHP, HTML
• Yoast / Wordpress
• Experience with Adobe Photoshop or Figma
• Exposure to website server environments
• Various 3rd party tools experience and ability to learn them as needed

Additional Qualifications

• Aligned with our company’s core values highlighted above.
• Self-motivated, must be comfortable taking the initiative, and have the ability to handle multiple projects simultaneously.
• Self-reliant, must be able to work autonomously, but also is aware when assistance is required by the team or management.
• Able to follow core processes and support documentation to successfully complete tasks.
• Strong written and verbal communication skills (English), someone who loves to ask good questions, gathers all relevant information, and ensures everyone involved in the project understands the customer's vision.
• Solution-focused approach, ability to bring ideas and solutions to the table when faced with roadblocks or challenges throughout a project.
• Knowledge of the practical application of hardware, software and technology tools relevant to this role. This includes applying principles, techniques, procedures, and equipment to the design and production of various services.

Preferred

• Experience with project and task management systems, such as: Zoho, Asana, Monday, etc.
• Knowledge of fundamental design techniques, tools, and principles involved in creating a website.
• Knowledge of principles and methods for showing, promoting, and up-selling additional services.
• Furry family members that can join the real MVPs at our company

Remote Work Requirements

• Experience working remotely
• Reliable high-speed internet that supports Zoom.
• Dedicated work space that is quiet, professional and distraction free.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• What attracts you to this role?
• Please describe your experience working with law firm, or other professional service industry, clients.
• What has you in the job market at this time?

Experience:

• Customer service: 3 years (Required)
• Technical support: 3 years (Required)
• WordPress: 1 year (Required)

Work Location: Remote