Customer Solutions Analyst

About the position ABC Legal Service is proud to be the national leader in service of process. We are a team of 1000 and growing with offices in Los Angeles, Oklahoma City, Phoenix, Brooklyn, Chicago, Washington DC, and more. Seattle is our home and headquarters. We’ve been successful in this unique business for over 30 years and we continue to advance our technology and business processes to remain years ahead of what our competition is able to offer. Our focus is to expand our technology lead, acquire and integrate less efficient competitors, and tap into new segments through an integrated inbound marketing and sales approach. ABC Legal is seeking a detail-oriented, solutions-driven professional with hands-on experience in our business to support customer-facing problem solving and operational alignment. This role is ideal for someone who understands how ABC Legal serves attorneys, through service of process and related filing services, and who can bridge the gap between customer needs and internal operations. The role will focus on learning more about our customers in emerging legal markets (non-collection work), what their needs are, the drivers of those needs and what levers ABC Legal needs to be able to pull in order to support their work best. This position may require occasional travel to customer locations, where the individual will represent ABC Legal in attorneys’ offices, observe workflows firsthand, and engage directly with customers to understand their operational needs. The ideal candidate is a fast learner, active listener, and will report to the Solutions Lead on the Customer Success Team in order to create proactive problem-solving and who can translate in-person insights into scalable, effective solutions.

Responsibilities

• Engage with customers, primarily attorneys, paralegals and law firm representatives, to understand their workflows, priorities, and pain points
• Travel occasionally to attorneys’ offices to observe operations, conduct discovery conversations, and build strong working relationships
• Actively listen, ask thoughtful questions, and document customer requirements with a high level of accuracy and detail
• Analyze customer needs in the context of ABC Legal’s operational capabilities and constraints
• Clearly articulate operational challenges, dependencies, and limitations to customers in a professional and constructive manner
• Proactively identify and propose solutions, process improvements, or alternative workflows that align customer needs with operational realities
• Collaborate cross-functionally with operations, customer support, and other internal teams to design and implement solutions
• Identify recurring customer needs and operational friction points to support continuous improvement initiatives

Requirements

• 1–2 years of experience at ABC Legal (or equivalent internal operational experience strongly preferred)
• Strong understanding of ABC Legal's core services, including service of process and document filing
• Some familiarity with ABC Legal's customer base, particularly attorneys and law firms across different practice areas
• Ability to understand what is important to attorneys across different segments of law
• Strong listening and interpersonal skills, particularly in person, customer facing environments
• Demonstrated ability to learn workflows quickly through observation and discussion
• Willingness and ability to travel periodically throughout the year

Benefits

• Health, Dental, Vision insurance
• 401(k) with company matching
• Paid time off
• 7 Paid company holidays
• 4 Floating holidays per-year
• Life Insurance and AD&D Insurance
• Long Term Disability
• Health Care Reimbursement
• Flexible Spending Account
• Dependent Care Flexible Spending Account
• EAP (Employee Assistance Program)
• Pet Insurance

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