Customer Support Specialist

At Neostella, our mission is simple: empower legal teams to work smarter, faster, and more reliably. We deliver advanced technology solutions and satellite team support that streamline operations, boost efficiency, and transform the way firms and corporate legal departments work day to day. We're relentlessly customer-centric. Everything we do is in service of making our clients' work easier and helping them deliver better experiences to their clients. We're also a true team: supportive, scrappy, and always in it together. We believe in showing up for one another, rolling up our sleeves, and celebrating the wins. It's who we are, and it's how we help our customers succeed. Neostella is in hyper-growth mode, leveraging cutting-edge technology to solve real challenges for our clients. And we're looking for driven, people-first professionals to help us scale with purpose and heart. As we continue to expand, we are seeking a Customer Support Specialist to join our team

In this role, you'll act as the front line of support for law firms using our legal technology and staffing services. This position requires strong communication, an understanding of legal workflows, and the ability to manage sensitive information with discretion and professionalism. By joining our team, you'll work in a fast-paced, rapidly growing, startup environment. The growth potential and opportunities here are endless and we want you to be a part of our journey. Curious what your day would look like as a Customer Support Specialist? Check out the details below

Key Responsibilities

• Serve as the primary point of contact for legal clients, providing timely, empathetic, and accurate responses to inquiries via email, phone, and chat.
• Work with all parties involved (clients, insurances, medical providers, attorneys, etc) to give a prompt and ideal solution to the case.
• Maintain organized records of all interactions with the parties involved, including all documentation and communication about the case, recording details of inquiries, complaints, and comments.
• Timely follow-up on case's progress and provide prompt updates to the client/attorney.
• Ensure compliance with client confidentiality and security requirements at all times.
• Maintain a positive, professional tone that aligns with legal-industry expectations and compliance standards.

Jobs You May Be Placed In

• Case Manager: In this role, you will be responsible for managing legal cases , ensuring effective communication and compliance throughout the process.
• Intake Specialist: In this role, you will be responsible for answering inbound calls, emails, and inquiries from potential clients and conduct initial consultations.
• Medical Records Requestor: In this role, you will be responsible for requesting and obtaining medical records via the properly designated records vendor.
• Data Entry Specialist: In this role, you will be responsible for inputting and updating data in our systems, ensuring accuracy and consistency in our records, and assisting in maintaining confidential information.

Requirements

• 1-3 years of experience in supporting legal clients or within a legal environment in Personal Injury demands.
• Understanding of legal terminology, case management software, or litigation support systems is highly preferred.
• Demonstrated ability to manage multiple priorities and respond to inquiries under time-sensitive conditions.
• Digitization skills.
• Attention to detail.
• Ability to complete tasks assigned at a quick and accurate pace.
• Collaboration and communication of status of tasks.
• Microsoft office skills, PDF Adobe.
• Good English language oral and written communication skills.
• B2 English level with good oral and written communication skills
• Willing to work in a 100% in-site position

Preferred Qualifications

• Familiarity with platforms like Clio, Litify, Filevine, or similar legal software.
• Experience supporting high-volume legal practices such as immigration, personal injury, or mass tort.
• Knowledge of U.S. legal operations and confidentiality standards (e.g., HIPAA, client-attorney privilege).