Director of Client Experience

Our Story

TopDog Law is a nationally scaling personal injury firm that owns the client experience end to end, from marketing and intake through litigation. We've grown 2-3x year over year for three years running, and we're now building the operations, systems, and teams to scale without sacrificing quality or culture. We're fully remote, and we value ownership, open communication, and speed. If you want to help build something exceptional, you'll feel at home here.

The Opportunity

Legal services is a business built on trust, and the client's experience is just as important as the outcome. TopDog Law is investing in a dedicated function to make sure the client's voice shapes how we work across the firm, because when clients feel heard and well cared for, they become our biggest advocates and our strongest source of referrals. This is the opportunity to build that function from the ground up.

We’re seeking a Director of Client Experience to own the day-to-day operation of our client escalation process and our NPS and detractor recovery program . Reporting to the VP of Client Marketing, you’ll build the tiering, routing, and accountability structures that give the firm real visibility into where the client experience is breaking down, and you’ll work directly with managing attorneys and market leaders to close that loop. This is a hands-on leadership role for someone who can operate independently, partner credibly with senior attorneys, and stand up a new function inside a fast-growing company.

What You Will Own

Client Experience Ownership

Own the execution of client experience strategy across every phase of the case lifecycle, including Intake, Prelitigation, Litigation, Settlement, and Disbursement

Define what a great client experience looks like at each phase, and set the service standards and expectations that teams are held to

Client Escalation

Own the design and day-to-day operation of the client escalation process, including detection, routing, and resolution

Build and manage a tiering system so escalations reach the right level (case manager, team lead, or attorney) based on severity and case value

Partner with managing attorneys and market/regional leaders to track SLA adherence and hold teams accountable for resolving escalations

Maintain a central escalation view that pulls in case escalations across states

Identify recurring escalation themes and surface them to the people who can act on them

NPS & Detractor Recovery

Build out the firm’s NPS program, including survey touchpoints aligned to key case phases

Build a broader client listening strategy that brings together NPS, survey comments, online reviews, and feedback gathered by client facing teams

Own the detractor recovery workflow end to end: flagging low scores, routing them for resolution

Surface recurring themes from NPS verbatims and reviews to managing attorneys and relevant teams

Case Off-Boarding Experience

Own the client experience expectation setting and delight  from settlement through disbursement, so clients know what to expect and feel cared for until the end

Manage closing closing surveys and a personal thank you, and resolve open concerns before the case closes

Enable referrals and reviews by making it easy for satisfied clients to refer others and share their experience