Job Description
This is a remote position. Back Office Betties is a virtual legal receptionist and assistant company supporting law firms across the country. We’re often the first voice our clients’ clients hear, and we take that seriously. Our culture is built on: High trust High standards Clear accountability Respectful, no-drama communication We’re a high-performing, high-reward team that’s been fully remote since the beginning. With 12+ years in business, we’ve built a well-oiled, seamless remote operation, not something we’re figuring out as we go. We’re hiring an Operations & Client Experience Manager to elevate and scale our client experience to a true white-glove standard while ensuring our team continues to thrive in an exceptional culture. A win-win for all! This is not a “keep things running” role. It’s for someone who enjoys improving systems, solving problems, and creating structure so teams can do their best work. You’ll lead the teams closest to the client experience and help ensure our service is consistent, proactive, and high quality. What You’ll Do: Client Experience Own the client journey from onboarding through ongoing service Keep a pulse on our clients – the right person is proactive, not reactive waiting only until something is wrong. Ensure clients receive the right level of support at the right time Step in on escalations and ensure full resolution Build simple, proactive touchpoints to stay ahead of issues Operations & Systems Improve how we track client health, feedback, and risk Organize and maintain client data in HubSpot (or similar CRM) Create and maintain simple tools to identify trends, potential issues, churn signals and satisfaction levels to guide decisions Identify patterns and implement improvements Team Leadership Lead managers and specialists across onboarding, client services, and operations support Set clear expectations and hold teams accountable Provide regular coaching and feedback Partner with HR on hiring and performance management Process & Performance Strengthen handoffs between sales, onboarding, and service Collaborate with peer managers to support capacity and workforce coverage Track and report on key metrics (CSAT, QA, retention, etc.) Build simple, scalable processes What Success Looks Like Clients feel supported, informed, and confident in our service (increased retention) Issues are identified early, not just at cancellation Teams are aligned, accountable, and consistent Systems are clear, practical, and actually used How You Work You’ll likely do well in this role if you: Take ownership and follow through Enjoy building and improving systems (not just maintaining them) Pay attention to details and care about getting things right Prefer meaningful work over constant social interaction Are adaptable and comfortable improving processes over time Requirements You must reside in TX, FL, PA, NV, or AZ to be eligible to apply You must complete our Aptive Index Survey to be considered for employment ( ) 5+ years in operations, service delivery, or client experience 1+ years of experience working remotely (preferably leading remote teams) 1+ years of experience in managing managers Strong organizational and systems-thinking skills Comfortable using CRM tools like HubSpot Clear, kind, direct, and accountable communication style Benefits $70,000–$85,000 base salary Up to 10% performance bonus 100% remote work environment Monday–Friday schedule (no weekends) Earn up to 20+ days of PTO, in addition to sick and wellness leave 75% employer-paid medical coverage Dental & vision coverage 401k with company match Equipment provided Six-month Snoo rental to all expectant Betties for their baby Bonusly: A peer-to-peer recognition software to cash in points for gift cards and prizes $100 a year to spice up that space: Cash in $100 a year to use to make your workspace uniquely you! Wellness Month: We send you a customized box full of goodies. That's not all! We host an entire month of wellness tips, trainings, and a wellness virtual team event. Virtual Team Gatherings: We gather for a fun team event. Past examples include a taco cooking class, a virtual costume party with trivia and prizes and a tour of a farm in Australia. Dream Granting: When it comes time to celebrate you, we want to celebrate in a way that will help you achieve your dreams. Past dream grants include a Pink Jeep Tour in Sedona, an entire day at a spa and wine tasting with giraffes. American Dream Program: Want to purchase a home? We will give any Bettie purchasing a home $1,000 towards their down payment. In fact, our 5-year goal is that 80% of our team are homeowners. Annual MVP: One of our Betties wins the Annual MVP award, winning a gift or trip of their dreams!