Executive Team

Sue Hoffman

Executive Vice President of
Client Experience

Sue Hoffman is an innovative and versatile customer experience executive with a knack for understanding how to balance human interactions with digital, multi-channel consumer experiences. As the first customer experience officer in the company, Sue will direct the creation and maintenance of an exceptional, frictionless customer experience for U.S. Legal Support’s legal industry partners, including our clients and court reporter community.

Sue’s background is rich in experience across a diverse array of industries including insurance, retail, mortgage, and financial services, and she comes to U.S. Legal Support with extensive knowledge in all facets of customer experience: from operations, product management and sales, to digital strategy and transformations.  Her career boasts tenure in executive-level positions with several Fortune 500 companies, including Unum, Assurant, and Aetna, but she began her career in the trenches of customer service. Working her way through the service department of a major insurance carrier– first as a claim processor, then as a member service representative, these early days on the front lines of working with customers during a crisis helped shaped Sue’s ethos for exceptional standards within the customer experience teams she leads.

Solving experience pain points is in Sue’s DNA and she is excited to bring her expertise to a new industry and work with both her internal and external partners to create actionable solutions that deliver exceptional experiences. Sue is a proud graduate of Albright College, where she graduated Summa Cum Laude with a bachelor’s in business administration. Additionally, she holds a master’s degree in Organizational Development and Leadership from Saint Joseph’s University. Sue was born and raised in Pennsylvania, but currently lives in South Carolina with her husband and two dogs.