Manager, Legal Support Services

We are seeking aManager, Legal Support Servicesto join ourVancouveroffice. This role is responsible for overseeing the legal support staff in our Vancouver office, including Legal Assistants (LAA), Paralegals, and other administrative groups as well as acting as a resource to our Calgary and Toronto offices, as needed. This position plays a crucial role in driving the performance and professional growth of our legal support teams.

An ideal candidate is someone with experience in legal support services or legal management who thrives in a collaborative team environment and is focused on achieving results. They have strong leadership skills, excellent communication abilities, and a proven track record in performance management and team development. Additionally, they are organized, strategic, and adept at problem-solving, making them a valuable asset to our dynamic and innovative team.

Responsibilities

 Lead, coach, and support Billing team members, including oversight of national eBilling operations Oversee end-to-end billing processes, including draft preparation, revisions, finalization, and distribution of invoices Ensure accurate and timely submission of e-bills through client portals (e.g., Bottomline, TyMetrix, CounselLink, CounselGo) Track, analyze, and reduce invoice rejections by identifying root causes and implementing corrective actions Ensure compliance with client billing guidelines, firm policies, and performance targets set by leadership Act as an escalation point for complex billing issues, resolving discrepancies and supporting timely resolution Respond promptly to client and internal billing inquiries, maintaining a high standard of service Maintain billing records, file lists, and track items such as missing budgets and file closures Monitor and follow up on outstanding invoices in collaboration with Collections Support the team during peak periods and coordinate with Accounting to resolve billing issues Prepare client reports and support ad hoc requests as required Identify and implement process improvements to enhance billing efficiency, accuracy, and consistency

What will help you succeed in this role?

 5+ years of experience in eBilling within a law firm or professional services environment, including at least 2 years of leadership experience Strong knowledge of eBilling systems and platforms (e.g., Legal Tracker, Passport, TyMetrix, CounselLink) Experience working with LEDES files and manual submissions Advanced knowledge of billing systems such as 3E, eBilling Hub, Elite Enterprise, or similar platforms Excellent communication and interpersonal skills, with the ability to build strong working relationships High attention to detail with strong organizational and analytical skills Proven problem-solving and critical thinking capabilities Ability to manage multiple priorities and meet tight deadlines in a fast-paced environment Strong client service orientation with a collaborative, team-focused approach Proficiency in Microsoft Office Suite, particularly Excel

What we offer

The salary range for this position is $85,000 6,000 per annum, dependent on experience.

Our firm benefits include Extended Health benefit, Dental coverage, LTD, DI, casual dress code, wellbeing allowance, early finish ahead of statutory holidays and more.