Expert Team, Coordinator

Filevine is forging the future of legal work with cloud-based workflow tools. We have a reputation for intuitive, streamlined technology that helps professionals manage their organization and serve their clients better. We’re also known for our team of extraordinary and passionate professionals who love working together to help organizations thrive. Our success has catapulted Filevine to the forefront of our field—we are ranked as one of the most innovative and fastest-growing technology companies in the country by both Deloitte and Inc.
Our MissionFilevine is building the seamless intersection between legal and business by creating a world- class platform to help professionals scale.
About Filevine:Filevine is changing the way legal work gets done for law practitioners and their clients. As the leading legal operating system, Filevine is dedicated to empowering organizations with tools to simplify and elevate complex, high-stakes legal work. Powering everything from document and case management to timekeeping, billing and business analytics, over 3,400 law firms and legal teams use Filevine daily to deliver excellence.
2023 was a groundbreaking year for Filevine, as we launched a suite of AI-powered features that are transforming the legal industry. - LeadsAI helps law firms evaluate cases faster, analyze client sentiment, identify potential problems, and predict case success. - DemandsAI is an AI-driven demand letter generation solution that helps law firms prepare demand letters more quickly and accurately. - ImmigrationAI streamlines the immigration process by automating tasks, reducing errors, and ensuring accuracy. - AI Fields is a powerful tool that can enhance legal work by minimizing manual tasks, facilitating fact-checking, and quickly answering complex queries.
With these groundbreaking AI features, Filevine is empowering law firms and legal teams to deliver excellence to their clients with unprecedented speed and efficiency.
About the Department:The Customers for Life department is home to product experts with deep technical understanding across a range of specialized expertise. The department is focused on critical initiatives including customer support, escalated technical problem-solving, customer education, and partner enablement.
Job Summary:The Expert Team Coordinator provides a first line of defense to their assigned Expert Team(s) in identifying customers' main concerns and coordinating issue resolution among their peers. This person will be aggressive in follow-up and follow-through for responses from customers and internal employees and be able to work independently with little supervision. The ability to interact with staff and customers (at all levels) in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism and attention to detail is crucial to this role. Expert-level written and verbal communication skills, strong decision-making ability and attention to detail are equally important.

Responsibilities

• Collect and triage customer requests and ensure timely fulfillment and solutions
• Serves as the main point of contact between the expert team, internal representatives for the customer, and customer to provide updates on project timelines and deliverables
• Schedule meetings for your designated Expert Team(s)
• Organizing Expert Team Leader's time by reading, researching, and routing Issue Desk Tickets: collecting and analyzing information; initiating telecommunications
• Assist in documentation of solutions given to assigned customers, including Filevine Help Center articles, Filevine University courses, Guru cards, CIP training, etc.
• Provide historical reference by developing and utilizing filing and retrieval systems and potentially recording meeting discussions.
• Contribute to encouraging, high-performing team culture by completing individual tasks to achieve team goals.

Qualifications

• A bachelor’s degree preferred
• Experience operating in a fast-growing company; tech company experience preferred
• Assertive communicator, with superior writing and editing skills, that can provide recommendations and instill confidence
• Quick learner of new technologies, self-motivated
• Organized, detail-oriented, and timeline driven
• Ability to independently manage competing customer priorities and initiatives with limited structure
• Able to anticipate needs and dependencies without being asked or directed
• Flexible and willing to perform other duties as requested
• Strong attention to accuracy and detail
• A life long learner, constantly learning, improving and innovating

Filevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditi