Martine Law is one of the fastest-growing criminal defense and family law firms in the U.S. We fight hard, move fast, and don’t tolerate disorganization, delay, or excuses. If you’re the kind of person who thrives in a high-performance, high-pressure legal environment — and can juggle 10 tasks without dropping the ball — we want to talk to you. Position Summary The Client Satisfaction Specialist ensures that every client of the firm receives compassionate, timely, and professional service throughout their case. Working closely with attorneys and staff, this position focuses on communication, follow-up, and feedback to strengthen client trust and improve the overall client experience. Because the firm handles Criminal Defense and Family Law matters, the specialist must approach all interactions with empathy, discretion, and a calm, supportive demeanor. Responsibilities: • Serve as the firm’s main point of contact for client feedback, satisfaction surveys, and follow-up after key case milestones or conclusion. • Conduct periodic check-ins with active clients to ensure they understand the process, feel supported, and have their questions answered. • Track and record client satisfaction metrics; prepare monthly reports for management review. • Identify areas for improvement in communication, intake, and case management workflows and provide recommendations to leadership. • Address client concerns promptly and professionally, escalating sensitive issues to the Managing Attorney as needed. • Monitor and respond appropriately to online reviews and feedback in coordination with firm leadership. • Maintain confidentiality and sensitivity when dealing with clients in emotionally charged or high-stress situations. • Assist with client appreciation initiatives such as thank-you calls, follow-up emails, and referral requests. • Support firm marketing and reputation-building efforts through consistent delivery of exceptional client service. Qualifications: • 1–3 years of experience in client relations, customer service, or administrative support (experience in a law firm or other professional services preferred). • Exceptional interpersonal and communication skills, both verbal and written. • Ability to remain calm, professional, and empathetic under pressure. • Strong organizational and problem-solving abilities. • Familiarity with legal or CRM software (e.g., Clio, Hubspot, Lawmatics, MyCase, or similar). • High attention to detail and discretion with confidential information. • Passion for helping people navigate difficult and emotional situations. Compensation: $45,000

• Serve as the firm’s main point of contact for client feedback, satisfaction surveys, and follow-up after key case milestones or conclusion.  • Conduct periodic check-ins with active clients to ensure they understand the process, feel supported, and have their questions answered.  • Track and record client satisfaction metrics; prepare monthly reports for management review.  • Identify areas for improvement in communication, intake, and case management workflows and provide recommendations to leadership.  • Address client concerns promptly and professionally, escalating sensitive issues to the Managing Attorney as needed.  • Monitor and respond appropriately to online reviews and feedback in coordination with firm leadership.  • Maintain confidentiality and sensitivity when dealing with clients in emotionally charged or high-stress situations.  • Assist with client appreciation initiatives such as thank-you calls, follow-up emails, and referral requests.  • Support firm marketing and reputation-building efforts through consistent delivery of exceptional client service.