Teams at TopDog Law

Own the firm's client experience function, including escalation management, NPS, detractor recovery, closing surveys, and client feedback programs. Establish service standards, workflows, tiering, routing, and accountability across the case lifecycle. Partner with attorneys, compliance, technology, analytics, and training teams to improve client outcomes. Monitor escalation volume, SLA adherence, resolution rates, and client experience health while building scalable infrastructure and playbooks.

Leads a team of up to two recruiters while managing full-cycle recruiting responsibilities. Owns the internship program, recruiting metrics, scorecards, process improvements, headcount planning, and stakeholder partnerships. Builds relationships with legal associations and represents the firm at conferences nationwide. Requires approximately 20% travel and experience in high-growth environments.

Own the technical health and evolution of the Genesys Cloud contact center platform. Design and optimize routing, IVR, outbound campaigns, telephony, integrations, automation, AI capabilities, testing, releases, monitoring, and compliance controls. Lead complex troubleshooting, incidents, root-cause analysis, technical planning, and production changes. Mentor a Genesys Administrator while partnering with Salesforce, IT, Data Engineering, Legal, Operations, carriers, and vendors to deliver reliable, scalable contact center solutions.