Client Experience Operations Coordinator

Please Note: This is an on-site position located in Atlanta, GA. Crisp is committed to supporting candidates by offering relocation assistance for qualified applicants who require moving to the Atlanta area.

About the Role

If you thrive in a fast-paced environment, love operational precision, and get energized by directly impacting client success, this might be the perfect fit for you.

Our Client Experience Operations Coordinator is a backbone of Crisp. They keep our engine running across departments by mastering logistics, data, client gifting, live event support, and operational systems. They support internal teams and hundreds of clients by flawlessly executing on projects that span Sales, Coaching, Client Success, Recruiting, Marketing, Events, and Finance.

This role is not for the faint of heart. It is for someone who finds joy in managing complexity, takes pride in top-tier quality, and loves seeing their work ripple into client delight and company growth.

Why Be a CEOC at Crisp?

• You will become part of an incredibly crafted and unified company culture with an attentive CEO and teammates who are truly dedicated to success.

• You will work with people from all departments who are happy to help and teach as you work towards growth.

• You will experience working for a company that is truly leading the industry and constantly innovating. Complacency is not part of our vocabulary.

• You will be in an environment that is always ready to tackle a new initiative and put creative ideas into action.

• You will grow personally and professionally. Every measure is taken to ensure our team members thrive. Our Continuing Crisp Education (CCE) program encourages and rewards classes, certifications, book clubs, and trainings.

Responsibilities:

• Client Gift Fulfillment and Tracking: Execute and track all gift fulfillment across departments, owning Salesforce task management, budget adherence, and timely purchasing, wrapping, shipping, and CRM logging for hundreds of gifts annually, including new client gifts, podcast speaker gifts, recruiting welcome kits, sympathy and celebration gifts, and more.

• Client Program Materials and Inventory Management: Manage our client training logistics, ensuring client workbooks, table tents, and all materials are prepared, printed, assembled, inventoried, and shipped per standard timelines. Proactively reorder with vendors like Minuteman and maintain strict office stock thresholds.

• Client Assessments: Oversee client assessment requests (called Kolbe and PRINT), including purchasing, sending, tracking completions, and enforcing daily reminders to coaches for pending assessments. Meet tight SLA windows with same-day or next-day turnaround depending on request timing.

• “Crisp Connect” Operations Management and KPI Ownership: Crisp Connect is Crisp’s legal case referral service for Crisp coach Members. You’d serve as Crisp Connect operations owner by managing user onboarding and offboarding, daily Slack updates, weekly data tracker reporting, executing weekly GMass and Facebook campaigns, and force-matching case referrals to drive program engagement.

• Client Data Hygiene and Documentation: Own critical client and program data hygiene by building and maintaining new client folders in Google Drive, updating records on ascensions and disconnections, and ensuring no errors in client status or engagement documentation.

• AV (Audio/Visual) Setup and Event Support: Be the hands-on AV tech lead for workshops, Lunch & Learns, and live events. Set up catchboxes, sound boards, laptops, Spotify playlists, mics, and ensure flawless execution before, during, and after each event. (You’ll be trained on this.)

• 1800 Call Hotline Coverage: Manage the 1800 CallRail (the platform we use) hotline, respond to inbound calls across an 8 am to 8 pm window, and funnel inquiries to the right team members.

• Email Support for Coaching and Operations: Serve as backup for some of our shared inboxes for our Crisp Coach program and our client Training program, handling confirmations, two-week reminders, 24-hour reminders, post-training follow-ups, onboarding reminders, and sales handoff responses to coaching.

• Marketing and Social Campaign Execution: Execute client-facing weekly marketing email campaigns campaigns by sending Tuesday and Friday coaching emails (called “Tuesday Times” and “Friday Focus”), posting weekly to multiple Facebook groups for our Crisp Coach program tiers (ELITE, PREMIER, SELECT, CrispX, Crisp Experience), and ensuring all messaging aligns with brand guidelines.

• Process Improvement and Documentation: Champion continual improvement by updating Trainual (our process documentation platform)l process documents, rolling out new SOPs, and training peers on updated systems to keep Crisp ahead of mistakes.

• Expense Management and SLA Compliance: Maintain exact expense records, enforce gifting guidelines, and deliver on all operations KPIs tied to shipping timelines, CRM accuracy, gifting fulfillment timelines, client onboarding deadlines, and program engagement metrics.

Requirements:

• Operations and Client Delivery Experience: 2+ years of proven experience in fast-paced operations or client delivery roles where precision, multi-tasking, and direct client impact were core to the job.

• Extreme Attention to Detail: A fierce eye for following complex multi-step processes, ensuring packages ship on time, gifts are logged correctly, and no client details slip through the cracks.

• Tech Savviness Across Multiple Platforms: Comfort with tools like (or similar) Salesforce (CRM), Google Sheets (formulas, tables), Gmail + Front (email systems), GMass (sending emails en masse), ShippingEasy (shipping systems), ClickUp (project management software), Slack, Facebook groups, and openness to mastering more systems. You will touch at least 10 tools every week.

• Organizational Mastery: A natural organizer who keeps multiple trackers, inventories, and deadlines running simultaneously without missing a beat.

• Hands-On Flexibility: Equally comfortable assembling gifts and managing stock rooms as running daily data reports and dashboards. Able to jump from prepping AV for a workshop to sending a marketing campaign in the same morning.

• Process Ownership and Improvement: Committed to following and documenting processes, with the initiative to spot gaps, propose improvements, and implement them to keep operations seamless.

• Clear, Confident Communication: A skilled communicator who manages multiple internal stakeholders across Marketing, Coaching, Events, Recruiting, and keeps everyone aligned and informed.

Pluses:

• Formal sales training or experience with methodologies like Sandler, Challenger, MEDDIC, or similar.

Benefits:

• 100% Company Paid Health/Vision/Dental.

• 4% 401K Match.

• Generous Paid Time Off.

• Paid Parental Leave for New Parents.

• Paid Relocation for Non-Local Candidates.

About Crisp

At Crisp, we're on a mission to make a $100B impact by helping 10,000 law firms grow their revenue by $10,000,000 each. As North America's #1 law firm growth company, we've achieved proven product-market fit, built a nationally recognized brand, and established ourselves as leaders in legal marketing and business coaching.

Our rapid growth (1470%+ in the past three years) has earned us a spot on the Inc. 5000 List for seven years and recognition as one of Atlanta’s fastest-growing companies for nine consecutive years.

We’ve also cemented our position as an industry leader across all verticals with the #1 best-selling book in the legal category, The Game Changing Attorney, the #1 podcast for legal market leaders, The Game Changing Attorney Podcast, and the #1 law firm growth conference on Earth, the Crisp Game Changers Summit.

If you’re looking for a place to work with unmatched opportunities for growth, industry-leading compensation and benefits, and the chance to make a real, tangible impact on the legal industry, Crisp is the place for you.

Please apply directly—reaching out to the hiring manager or other Crisp team members won't improve or fast track your application.

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