Reception & Client Experience Lead

🌎 Remote Opportunity – Reception & Client Experience Lead Full-Time | International Contractor – Latin America | $15–$20 USD/hour (DOE) Build the Team. Improve the System. Elevate the Client Experience. Solano Law Firm is a fast-growing U.S. immigration law firm with a mission to help immigrants build a better future. We are looking for an exceptional Reception & Client Experience Lead to lead our remote Reception team and own the systems, quality, training, performance, and continuous improvement behind our client experience. This is not simply a receptionist position, and it is not a role for someone who only wants to supervise people. It is also not a management role where you step completely away from the front line. We are looking for a builder, coach, problem-solver, systems thinker, and hands-on leader. You should naturally ask: Why are we doing it this way? Where are the gaps? Why does this problem keep happening? Is there a better or faster way? What can we automate? How can technology or AI improve this? How do we prevent the problem instead of repeatedly fixing it? You will be expected to think strategically like a department leader while operating as a hands-on Lead who coaches, audits, trains, develops, supports clients, and holds the team accountable. Your goal isn't simply to keep Reception running. Your goal is to continuously make Reception better. ☎️ This Is a Hands-On “Player-Coach” Role As the Reception & Client Experience Lead, you are still part of the Reception team. You will continue performing core receptionist responsibilities, including answering inbound calls, assisting clients, scheduling appointments, documenting client interactions, sending follow-ups, and providing exceptional White Glove Service. However, you will carry a reduced receptionist workload compared with the Reception Specialists you lead. This is intentional. Your reduced call load provides you with protected capacity to focus on: Coaching and developing the Reception team Auditing calls and documentation Reviewing KPIs and identifying trends Improving workflows Updating SOPs and training Identifying recurring problems Implementing process improvements Exploring AI, automation, and technology Developing stronger systems Building a department that can scale We believe the best leader of Reception should understand what is happening on the front lines. You will work alongside your team, hear what clients are experiencing firsthand, identify problems in real time, and use those insights to continuously improve the department. You will work inside the system while also being responsible for making the system better. 🌟 This Role Is for You If You: Are fully bilingual in English and Spanish, with exceptional verbal and written communication skills. Have successfully led or managed a customer service, reception, hospitality, call-center, or client-experience team. Naturally see the bigger picture, not just the task in front of you. Have exceptional attention to detail and notice problems others miss. Love analyzing processes and finding more efficient ways to accomplish the same goal. Are comfortable coaching people, giving direct feedback, and holding team members accountable. Don't just solve problems—you identify the root cause and build systems to prevent them from happening again. Know how to create, document, implement, and continuously improve SOPs, scripts, training, and workflows. Use KPIs and data to make management decisions. Are curious about AI, automation, and technology and proactively look for ways to use them to improve operations. Identify training gaps and build solutions rather than repeatedly correcting the same mistakes. Take ownership without waiting for leadership to tell you every next step. Believe great Leads teach people how to solve problems rather than simply solving everything for them. Are willing to jump into calls and support the team when needed. Lead by example and are willing to perform the same core responsibilities you expect your team to perform. Have the potential and ambition to grow into higher-level leadership. 🚫 This Role Is NOT for You If You: Prefer maintaining existing processes rather than challenging and improving them. Wait for leadership to identify problems for you. Solve the same problem repeatedly without asking why it continues happening. Avoid difficult coaching or accountability conversations. Believe managing primarily means assigning tasks and checking whether they were completed. Believe becoming a Lead means you are above answering calls or assisting clients. Want to completely step away from frontline Reception responsibilities. Are uncomfortable with metrics, audits, and performance data. Need detailed instructions before taking initiative. Are resistant to technology, automation, or AI. Prefer to “stay in your lane” instead of identifying opportunities to improve the department. Want to maintain the status quo rather than build something better. 🛠️ What You'll Own ☎️ Reception & Client-Facing Responsibilities As part of your regular responsibilities, you will: Answer inbound calls and provide exceptional White Glove Service. Assist Spanish- and English-speaking clients professionally and empathetically. Understand why the client is calling and determine the appropriate next step. Route calls correctly. Schedule appointments accurately. Make outbound calls when necessary. Send required client text messages and follow-up communications. Review client history and available case information before assisting callers when appropriate. Enter clear, detailed, and accurate case notes. Utilize call transcripts and available technology appropriately. Assist with call coverage during peak periods, lunches, absences, or unusually high call volume. Handle escalated or sensitive client situations that require leadership support. Model the exact call quality, documentation standards, professionalism, efficiency, and client experience expected from the Reception team. You will have a lighter Reception workload than the team you lead, but you are expected to remain actively connected to the client experience. 👥 Leadership, Coaching & Development Lead, coach, guide, and develop our Reception team. Conduct regular one-on-one coaching and performance conversations. Provide timely feedback—not just during formal performance reviews. Identify individual and department-wide training needs. Develop high performers and future leaders. Hold team members accountable to clearly established expectations. Teach team members how to identify and solve problems independently. Create a culture of accountability, continuous improvement, and exceptional client service. Step in when team members need guidance while also teaching them how to solve similar situations independently in the future. ⭐ Reception & White Glove Client Experience Own the overall performance and quality of the Reception Department and ensure every client interaction consistently reflects our White Glove Service standard. You will monitor the complete client experience—from the moment someone calls through routing, scheduling, documentation, follow-up, and resolution. Your responsibility is not simply identifying when something went wrong. We expect you to determine why it happened and how we prevent it from happening again. 🔎 Quality Assurance & Auditing Regularly audit inbound and outbound calls for: Proper greeting and professionalism Tone, empathy, and communication Active listening Accuracy of information Call resolution Proper routing Hold times Call-handling efficiency Scheduling accuracy Required text messages and follow-ups Detailed case notes Appropriate use of client history and previous notes Appropriate utilization of call transcripts and available technology Audit documentation within our case-management and phone systems to ensure information is complete, accurate, and useful to the next team member assisting the client. Most importantly, use audit findings to identify: Coaching opportunities Training gaps Individual performance concerns Process failures SOP gaps Technology opportunities Recurring department-wide problems Auditing is not simply about finding mistakes. It is about understanding why the mistake happened and building a better way forward. 📊 Performance & KPIs Own and analyze Reception performance, including: Missed Calls: Goal of zero missed calls during assigned coverage Call-answering performance Call quality Client experience Average hold time Call-handling efficiency Call duration Scheduling accuracy Documentation and case-note quality Follow-up completion Client complaints Recurring issues Individual receptionist performance Department-wide performance trends You should be able to look at a KPI and go beyond: “We missed the goal.” We want you asking: “Why did we miss it? What's causing it? Is this a people problem, training problem, process problem, or technology problem? What are we changing so it doesn't continue?” ⚙️ Systems & Continuous Improvement Continuously evaluate Reception workflows to identify: Bottlenecks Duplicate work Unnecessary steps Recurring errors Communication gaps Training gaps Outdated procedures Technology gaps Opportunities for automation Opportunities to improve the client experience When you identify a recurring problem, determine whether the root cause is: People → Training → Process → SOP → Technology → Accountability Then build the appropriate solution. We expect you to: Identify → Analyze → Recommend → Implement → Document → Train → Measure → Improve We do not want leadership repeatedly solving the same problem for the department. We want you building systems that allow the team to solve problems successfully and consistently. 📚 SOPs & Training Own and continuously improve Reception: SOPs Call scripts Call flows Training materials Quality standards Onboarding materials Documentation standards Client-service procedures Our SOPs should reflect how the department operates today, not how it operated six months ago. When something changes, the documentation should change with it. When something isn't working, we expect this Lead to help build a better way. 🤖 AI, Automation & Technology We want someone who is curious about what's next. Proactively identify opportunities to use AI, automation, phone technology, call transcripts, reporting tools, and other systems to: Reduce repetitive work Improve call quality Improve documentation Increase accuracy Improve reporting Reduce human error Increase efficiency Improve training Identify trends Improve the client experience You do not need to be a software engineer. You do need to be someone who sees technology as a tool for building a better department. We want you asking: “Does a person really need to keep doing this manually, or is there a better way?” 📈 What Success Looks Like Success isn't simply keeping Reception staffed and answering phones. You will be successful when: Clients consistently receive exceptional service. You personally model the White Glove Service expected from the team. The team knows exactly what is expected. Team members are regularly coached and developed. Problems are identified before they become bigger problems. The same mistakes don't continue happening repeatedly. KPIs improve. SOPs remain accurate and current. Processes become simpler and more efficient. Technology eliminates unnecessary work. Receptionists become stronger problem-solvers. Leadership receives solutions, not just problems. The department can operate successfully without leadership constantly identifying what needs to be fixed. 🎓 What We're Looking For 3+ years of relevant customer service, hospitality, reception, call-center, operations, or client-experience experience. Previous experience leading or managing a team strongly preferred. Professional fluency in English and Spanish. Exceptional spoken English and professional telephone presence. Experience coaching employees and providing performance feedback. Experience with KPIs, quality assurance, audits, or performance reporting. Experience creating or improving SOPs and workflows. Strong analytical and problem-solving ability. Exceptional attention to detail. Strong written documentation skills. Experience with CRM, phone, case-management, or customer-service platforms. Comfortable learning and implementing new technology. Experience using AI or automation to improve business processes is a strong plus. Experience supporting a U.S.-based organization strongly preferred. Legal or immigration experience is helpful but not required. 💻 Remote Work Requirements Candidates must have: Reliable high-speed internet. Reliable computer equipment. Professional and quiet workspace. Ability to work consistently during the firm's required U.S. Eastern Time schedule. Professional environment appropriate for confidential client conversations. 💰 Compensation & Schedule $15–$20 USD/hour, based on experience and demonstrated ability. Compensation within the range will consider: Leadership experience English proficiency Coaching ability Systems/process-improvement experience KPI and quality-assurance experience SOP development Technology, automation, and AI experience Customer-service ability Performance demonstrated throughout our interview and selection process Full-Time | Monday–Friday | U.S. Eastern Time Remote international contractor opportunity for candidates located in Latin America. 🎁 Benefits After 90 Days 10 PTO days per year (accrued) 14 paid firm holidays per year Training and professional development Regular leadership coaching and feedback Leadership-development opportunities Long-term opportunity with a growing U.S. immigration law firm Career advancement opportunities for exceptional performers 🚀 Growth Opportunity We are looking for someone who can grow with us. This is a Lead/Manager-level position with an expectation of strategic thinking and hands-on leadership. We don't want someone who needs leadership to continuously tell them what needs improvement. We want someone who brings improvements to leadership. The right person should have the ability and ambition to take increasing ownership of Client Experience as the firm continues to grow. ⭐ Before You Apply Attention to detail is critical in this position. To confirm you've carefully read this posting, please begin the first line of your proposal with: BUILD THE SYSTEM Then briefly tell us about one inefficient or broken process you personally improved, what you changed, and the measurable difference your improvement made. We aren't looking for someone who simply manages what's in front of them. We're looking for someone who works alongside the team, sees what could be better—and builds it.