Pacston

We are seeking a Bilingual Portuguese speaking Client Success Manager to join our team. This is a full-time, onsite position ideal for someone who enjoys working with clients, is highly organized, and is comfortable handling both client communication and administrative responsibilities in a professional environment.

As a Client Success Manager, you will play an important role in creating a positive client experience by serving as a key point of contact for our Portuguese- and English-speaking clients. You will work closely with attorneys, case managers, and other team members to help ensure client questions and requests are addressed efficiently throughout the immigration process.

Responsibilities

• Communicate with Portuguese- and English-speaking clients by phone, email, and through our case management system (CMS).
• Respond to client questions, concerns, and requests in a professional and timely manner.
• Handle client inquiries and complaints and escalate legal or complex matters to the appropriate attorney or supervisor.
• Follow up on client requests and coordinate with internal teams to help ensure matters are addressed efficiently.
• Answer incoming telephone calls and emails and direct clients to the appropriate staff when necessary.
• Respond to client messages in the CMS, subject to attorney review or approval when required.
• Place USCIS service request calls and assist with follow-up.
• Prepare and process premium processing forms.
• Finalize, scan, organize, bind, and ship legal filing packages.
• Prepare cover letters and duplicate RFE response packages for mailing to USCIS.
• Mail notices and other case-related documents to clients as requested.
• Sort and distribute incoming mail and prepare outgoing mail and shipments.
• Maintain accurate records of client communications and case-related activities.
• Maintain confidentiality of client and case information.
• Perform other administrative and client-service duties as assigned.

Requirements
 

• Fluency in Portuguese and English is required, with good verbal and written communication skills in both languages.
• Bachelor's degree preferred.
• Previous experience in customer service, client relations, legal support, or administrative work is preferred.
• Strong interpersonal skills and a client-service mindset.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple responsibilities and priorities in a fast-paced environment.
• Strong problem-solving skills and professional judgment.
• Comfortable learning and using case management systems and other business software.
• Ability to handle confidential and sensitive information professionally.
• Immigration or legal experience is a plus but not required; training will be provided.
• Must be available to work onsite Monday through Friday from 8:30 AM to 5:00 PM.