Legal Assistant and Client Support Specialist

About Rasa

A criminal record can create lasting barriers to employment, housing, and opportunity. While legal pathways exist to clear eligible records, the process can be complicated and expensive.

Rasa is a mission-driven legal technology company making criminal record clearance simple, accessible, and affordable. We combine technology, legal expertise, and compassionate support to help people move forward.

We are a second chance employer and encourage justice-impacted candidates to apply.

About the Role

Rasa is seeking a Legal Assistant & Client Support Specialist to guide clients through their record clearance journey after sign-up.

You will serve as a consistent point of contact, helping clients understand what happens next, providing proactive updates, collecting necessary information, answering questions, and resolving concerns. You will also support our legal team with case coordination, document preparation, and accurate recordkeeping.

Success in this role requires excellent communication, strong problem-solving and analytical skills, attention to detail, and dependable follow-through. You should be comfortable supporting people through unfamiliar processes, investigating issues, and coordinating with colleagues to keep clients informed and cases moving forward.

Key ResponsibilitiesLegal Casework and Document Preparation

• Review client information, court records, criminal histories, and supporting documents for accuracy and completeness.
• Prepare petitions, applications, court forms, correspondence, and supporting materials using approved templates and under attorney supervision.
• Collect required records, information, signatures, and documentation from clients and other sources.
• Organize materials for attorney review, incorporate feedback, and prepare final documents for signature or filing.
• Identify missing information, inconsistencies, or questions requiring legal judgment and escalate them promptly.

Filing and Case Coordination

• Prepare and submit electronic or paper filings under attorney direction and in accordance with court or agency requirements.
• Communicate with courts, clerks, government agencies, and other parties regarding procedures, records, filings, and case status.
• Track deadlines, notices, orders, rejected filings, signature requirements, and other time-sensitive case events.
• Maintain accurate and confidential electronic case files, including case activity, client communications, outstanding requirements, and next steps.
• Provide attorneys with organized case materials, status updates, and timely notice of matters requiring review or action.

Client Communication and Support

• Respond promptly and professionally to client calls, emails, and SMS messages.
• Conduct proactive outreach at important case milestones, when information or signatures are needed, or when a delay or change affects a case.
• Explain the record clearance process, procedural next steps, client responsibilities, and expected communication in clear, accessible language.
• Take ownership of routine questions and concerns, coordinate with the appropriate team members, and follow through until the client receives a resolution or clear next step.
• De-escalate frustrated or upset clients with patience, empathy, and professionalism.
• Set realistic expectations without promising outcomes or timelines outside Rasa’s control, and refer requests for legal advice to an attorney.

Team and Process Support

• Manage an active caseload and prioritize assignments based on deadlines and case needs.
• Coordinate clear handoffs among Client Solutions, legal, and other internal teams.
• Follow established checklists, templates, and workflows while recommending practical improvements to legal and client-support processes.

Required Qualifications

• At least two years of experience as a legal assistant, paralegal, legal case coordinator, or in a comparable legal support role.
• Experience preparing legal documents, petitions, applications, court forms, or filing materials.
• Customer service or client support experience, including responding through phone, email, or SMS, resolving concerns, conducting follow-up, and de-escalating difficult interactions.
• Strong attention to detail and the ability to identify missing or inconsistent information.
• Strong organizational and time-management skills, including experience tracking deadlines and balancing competing priorities.
• Excellent …