Fulfillment Agent

LegalZoom Job Opportunity

LegalZoom is on a mission to help people navigate the legal system with confidence and clarity. As a leader in online legal services for over 20 years, we combine technology, attorney-led solutions, and expertise to protect the aspirations, lives, and legacies of millions of customers. If you're ready to contribute to a collaborative, diverse, and distributed group of creative thinkers and problem-solvers, we can't wait to meet you.

Where we work : We believe work should work for you. LegalZoom supports a remote-friendly environment that gives employees flexibility and balance. Our Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more. The position will be onsite at our Austin, TX office.

At LegalZoom, we simply do not believe that it should cost thousands of dollars to create a will, form a business, or apply for a trademark. So, we started a movement to make legal help available to all. Our Fulfillment Agents are extremely detail-oriented, have exceptional proofreading skills, can meet tight deadlines, and work with different legal products each day. It's all part of helping our customers achieve their dreams.

You will :

• Provide an outstanding experience via phone, email, and other communication channels in order to obtain any outstanding information required to fully process an order (when needed). Address customer inquiries and resolve complex issues efficiently and effectively, demonstrating ownership and ensuring satisfaction.
• Maintain accurate and detailed records of customer interactions and resolutions in designated systems (e.g., Salesforce), including updating cases, accounts, and other relevant objects.
• Identify and resolve order fulfillment problems, including liaising with government agencies (e.g., Secretary of State, IRS) as needed. Proactively identify customer needs and potential issues to simplify the customer experience, reduce friction, and build trust.
• Manage multiple tasks, prioritize requests, and maintain a schedule of new work and follow-up activities in a high-volume, time-sensitive environment.
• Apply logic and deductive reasoning to analyze information, understand specific requirements, and solve problems effectively.
• Champion clear communication with internal and external partners to align on solutions and drive results. Collaborate cross-functionally with Program, Quality, and Training teams to improve existing workflows and processes.
• Support and train partner teams (internal, offshore, vendor) through back-office support, documentation, and live walkthroughs.
• Identify opportunities to improve the Customer Experience continuously, utilizing customer feedback and a mentality focused on investigation and root cause analysis. Achieve service level agreements (SLAs), productivity, and quality metrics.
• Stay updated on product knowledge and proactively expand industry knowledge. Adapt to changing priorities and a dynamic environment with a positive and constructive attitude. Perform other duties as assigned.

You have :

LegalZoom is a remote-first company and the national range for this role is ($33,800 - $43,750). Actual compensation offered will depend on several factors including but not limited to : geographic location, work experience, education, skill level, and / or other business and organizational needs. In addition, an annual bonus, incentive bonus and / or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.

Medical, Dental, Vision Insurance

401k, With Matching Contributions

Paid Time Off

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Short-Term / Long-Term Disability Insurance

Plus other wellness benefits to include : Fertility, Mental Health, One Medical, Fringe lifestyle benefits up to $250

Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.