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Provides phone, email, chat, and social media support to associates by answering inquiries, troubleshooting issues, documenting interactions, and escalating complex cases. Maintains accurate customer records, meets response and resolution KPIs, collaborates with internal teams, and contributes to process improvements. Requires strong communication, organization, confidentiality, attention to detail, and computer proficiency.

Manages relationships with assigned provider law firms, monitoring service-level agreements, contractual compliance, quality, productivity, customer satisfaction, and performance metrics. Serves as the primary liaison between LegalShield and firms, provides coaching and training, resolves issues, supports compliance and risk mitigation, identifies cost and process improvements, and reports recommendations to leadership. The role is fully remote with occasional travel for site visits, conferences, corporate offices, or company events.

Own the growth product strategy and roadmap for LegalShield’s direct-to-consumer experiences, including freemium products, website, landing pages, nurture journeys, consent management, and checkout. Lead a squad of engineers and embedded design, optimize acquisition and free-to-paid conversion, run large-scale experimentation, analyze funnel performance, and partner closely with Marketing, Engineering, Legal, and executive leadership.

Leads marketing measurement, forecasting, attribution, media mix modeling, and LTV/CAC analysis across D2C channels. Builds analytical infrastructure, evaluates channel performance, supports budget allocation, and conducts cohort and retention analysis. Partners with executives, marketing, finance, product, and data engineering to translate complex findings into actionable recommendations. The role also establishes reporting for new channels, supports scenario planning, and communicates insights that guide growth and investment decisions.