Client Onboarding & Service Operations Specialist

We’re building a high-ticket case acquisition company for law firms and need help tightening our client onboarding and launch operations. Our clients are law firms, so the onboarding experience needs to be clear, professional, and easy to follow. We want every new client launch to feel organized, repeatable, and well-managed. Here’s the current process: A client signs an agreement They complete a short onboarding form We collect intake preferences and qualification criteria We add them to Slack for launch communication We create Google Drive folders for internal work and client-facing assets We set up Stripe billing We collect ad account/page access We review their firm voice, proof points, market, and case criteria Our team then builds ads, funnels, CRM workflows, intake flows, follow-up sequences, and launch assets Once the launch materials are ready, we schedule the launch call and move toward going live We need help turning this into a clean, templatized system. This role is about service operations, client onboarding, SOPs, checklists, handoffs, client communication flow, and making sure nothing falls through the cracks. This is not an AI-first or automation-first project. Automation may come later, but first we need the actual process to be clear, effective, and easy to run manually. We want strong operating foundations before adding more tools. You should be able to help us answer questions like: Where should each asset live? What should the client see vs what should stay internal? What checklists should exist before launch? What does a smooth client onboarding experience look like? What needs to happen after the onboarding form comes back? What should be templated so every launch is consistent? Where are the likely failure points as we scale? We’re looking for someone practical, organized, and experienced with client onboarding or service delivery operations. You do not need to be deeply technical, but you should understand how tools like Slack, Google Drive, Stripe, forms, CRMs, and project trackers fit into a clean client delivery process. The goal is simple: Help us build a clear, repeatable onboarding and launch system so we can onboard high-paying clients quickly without confusion, sloppy handoffs, or missed steps. Responsibilities Create and improve onboarding SOPs Build launch checklists Organize internal vs client-facing workflows Improve Google Drive folder structure Help define Slack/client communication process Map handoffs between sales, onboarding, operations, and delivery Help document what happens after a client signs Create simple systems that can be followed by different team members Find gaps before they turn into client problems Ideal Fit You have worked on client onboarding, customer success, agency operations, or service delivery before You think in systems, checklists, and handoffs You care about the client experience You know how to keep processes simple You can organize messy workflows into clear steps You understand that manual process comes before automation You can spot where things will break as volume increases You are process first, automation/AI second Hours & Working Style This will likely start around 5–10 hours per week. We’ll begin with the onboarding and launch process, then continue improving other service operations as needed. You should be comfortable in meetings, asking questions, reviewing messy workflows, and helping turn them into clear SOPs, checklists, and repeatable systems.