Client Happiness Coordinator

About Wright Family Law Group

Wright Family Law Group is a boutique Massachusetts law firm focused on divorce, family law, and bankruptcy. We are known for being clear, compassionate, and no-nonsense—helping clients navigate difficult transitions with confidence and dignity. We believe that strong legal outcomes start with strong client experiences.

We are building a firm that is modern, tech-forward, and deeply intentional about how clients feel throughout—and after—their case.

The Role

We are seeking a Client Happiness Coordinator to own and elevate the client experience from onboarding through post-case follow-up. This is a high-impact, relationship-driven role that blends client success, reputation management, and low-cost, high-ROI marketing support.

This position does not provide legal advice and is not a sales role. Instead, the Client Happiness Coordinator serves as a proactive point of connection—ensuring clients feel supported, informed, and valued while helping the firm systematically generate reviews, referrals, and long-term goodwill.

This role may be part-time or fractional, with flexible hours.

Key Responsibilities

Client Experience & Proactive Outreach

• Conduct proactive client check-ins throughout the lifecycle of a case
• Reinforce expectations around communication, billing cadence, and legal process
• Normalize delays and milestones (e.g., mediation, discovery, court wait times)
• Identify and flag client concerns early before they escalate
• Maintain an internal “client temperature” status (green/yellow/red)
• Assist with smooth client offboarding at case conclusion

Client Appreciation & Relationship Building

• Coordinate and manage SendOutCards or similar client appreciation campaigns
• Send welcome messages, milestone notes, and end-of-case thank-you gifts
• Track key client dates and moments (case resolution, holidays, anniversaries)
• Support long-term client nurture and goodwill

Reviews, Referrals & Reputation Management

• Proactively request Google and Yelp reviews at appropriate moments
• Guide clients on how to leave thoughtful, ethical reviews (no scripting)
• Track and follow up on review requests
• Monitor online feedback and flag concerns internally
• Support referral-friendly follow-ups with former clients

Marketing & Feedback Support (Non-Sales)

• Identify anonymized client success stories or testimonials for marketing use
• Collect written or optional video testimonials (opt-in only)
• Capture common client language, concerns, and insights to share with marketing
• Assist with follow-up for workshops, webinars, and educational programs

Internal Communication & Reporting

• Maintain accurate notes in Clio, Lawmatics, or related systems
• Communicate client sentiment trends to attorneys and leadership
• Identify recurring pain points and suggest experience improvements
• Track basic metrics (reviews generated, referrals mentioned, issues prevented)

What This Role Is Not

• No legal advice or legal strategy
• No selling retainers or fee negotiations
• No therapy or clinical counseling
• No handling of attorney-client disputes without escalation

Why This Role Matters

This role is central to our mission. The Client Happiness Coordinator helps protect the firm’s reputation, reduce friction, support our legal team, and turn satisfied clients into lifelong advocates.

If you love making people feel seen, supported, and cared for—and want to do meaningful work inside a values-driven law firm—we want to hear from you.

Ideal Candidate Profile

• Background in client success, hospitality, healthcare coordination, concierge services, or professional services
• High emotional intelligence and excellent communication skills
• Calm, warm, and professional—even with stressed or emotional clients
• Highly organized and comfortable with systems and follow-ups
• Able to maintain boundaries while still being empathetic
• Comfortable working remotely and independently

Legal experience is not required. Client-facing excellence is.

Tools & Systems (Training Provided)

• Clio Manage
• Lawmatics
• SendOutCards or similar platforms
• Google Business Profile & Yelp
• Slack, Zoom, Loom, Microsoft Outlook

Schedule & Compensation

• Part-time or fractional role (hours to be determined)
• Flexible schedule
• Competitive hourly or monthly rate, based on experience
• $18 per hour