Senior Scheduler & Customer Success Coordinator – Expert in Client Engagement, Legal Tech, Court Reporting, and High‑Impact Scheduling for a Fast‑Growing Remote Startup

About brighthush

brighthush is a trailblazing legal‑tech pioneer that redefines how law firms, corporate legal departments, and government agencies manage court reporting and litigation support. By fusing cutting‑edge software with a passionate, highly skilled team, we deliver seamless, reliable, and deeply personalized services that accelerate legal workflows and empower our clients to focus on what matters most: justice and business success.

Founded on the belief that technology should amplify human expertise, brighthush has grown from a small startup to a national leader in legal‑tech solutions. Our fully remote, fast‑growing culture empowers employees to work from anywhere, collaborate across time zones, and shape the future of legal technology. We are committed to diversity, equity, and inclusion, and we celebrate the unique perspectives that each team member brings.

Why This Role Matters

In the high‑stakes world of legal services, timing is everything. A single mis‑scheduled deposition can delay a case, cost a firm thousands of dollars, and erode client trust. As the Scheduler & Customer Success Coordinator, you become the linchpin that keeps the entire ecosystem running smoothly. Your expertise in orchestrating complex schedules, anticipating client needs, and resolving issues swiftly directly fuels brighthush’s reputation for reliability and excellence.

By mastering the art of scheduling, you’ll free our Account Managers to focus on strategic growth, while you provide the operational backbone that keeps our clients coming back. Your role is pivotal to our mission of making legal processes faster, smarter, and more human‑centric.

Key Responsibilities

• Schedule Management: Efficiently handle high‑priority scheduling and rescheduling requests, adapting to shifting priorities while keeping all stakeholders informed.
• Client Liaison: Serve as the primary point of contact for clients, managing preferences, answering queries, and delivering a white‑glove service experience.
• Ticket Triage: Review incoming tickets, route them to the appropriate operations team or account manager, and follow up to ensure timely resolution.
• Issue Escalation: De‑escalate challenging client interactions, maintaining professionalism and escalating to the Scheduling Manager when necessary.
• Cross‑Functional Collaboration: Work closely with Scheduling, Account Management, Operations, and Technical Support to align on client needs and internal processes.
• Process Optimization: Identify bottlenecks in scheduling workflows, propose solutions, and implement improvements that increase efficiency and client satisfaction.
• Data Accuracy: Maintain accurate client records in our CRM and scheduling tools, ensuring all information is up‑to‑date and compliant with confidentiality standards.
• Reporting: Generate weekly and monthly reports on scheduling metrics, client feedback, and operational performance for leadership review.
• Continuous Learning: Stay current on industry best practices, emerging technologies, and regulatory changes that impact scheduling and client success.
• Team Support: Mentor junior team members, share knowledge, and contribute to a culture of collaboration and excellence.

Essential Qualifications

• Minimum of 2 years of administrative, coordination, or operational assistant experience within a court reporting agency, law firm, or legal services company.
• Proficiency with cloud‑based applications such as brighthush, brighthush, and brighthush.
• Strong integrity and a proven track record of handling confidential information with discretion.
• Excellent time‑management skills and the ability to prioritize competing tasks in a fast‑paced environment.
• Exceptional verbal and written communication skills, with a knack for active listening and clear articulation.
• Quick learner who can adapt to new systems, processes, and technologies with minimal guidance.
• Flexibility to work across Pacific, Mountain, or Central Time Zones, with core hours of 9:00 am–5:30 pm or 10:00 am–6:30 pm PT.

Preferred Qualifications

• Experience with legal case management software such as brighthush or brighthush.
• Knowledge of deposition logistics, including witness coordination, venue booking, and equipment setup.
• Background in customer success or account management roles within a tech or legal services environment.
• Familiarity with brighthush ticketing and workflow automation.
• Previous remote work experience in a distributed team setting.

Skills & Competencies

• Organizational Excellence: Mastery of calendar management, task prioritization, and meticulous attention to detail.
• Client‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Problem‑Solving: Ability to identify issues quickly, think critically, and implement effective solutions.
• Collaboration: Comfortable working with cross‑functional teams and fostering a culture of open communication.
• Adaptability: Thrive in a rapidly evolving environment, embracing change and continuous improvement.
• Tech Savvy: Comfortable learning new software, integrating tools, and leveraging automation to streamline workflows.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Scheduler & Customer Success Coordinator, you’ll have the chance to:

• Progress into a Senior Scheduler or Customer Success Manager role, taking on more strategic responsibilities.
• Lead cross‑functional projects that shape the future of our scheduling platform.
• Participate in ongoing training programs, including legal industry certifications, project management courses, and leadership development workshops.
• Attend virtual conferences, webinars, and industry events to stay ahead of legal tech trends.
• Contribute to internal knowledge bases, creating best‑practice guides and SOPs that benefit the entire organization.
• Earn recognition through our quarterly shout‑outs, spot awards, and performance‑based bonuses.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and innovation. Our remote culture encourages autonomy while fostering collaboration through:

• Weekly virtual stand‑ups and monthly all‑hands meetings.
• Open‑door communication channels via brighthush, where ideas and feedback are welcomed Apply for this job