About Our Client

Our client is a rapidly expanding legal technology business, offering innovative solutions to streamline law firms’ operations and allow lawyers to focus on their core expertise. With multiple leading practice management platforms and online payment solutions, the hiring company is at the forefront of legal tech advancements.

The team operates as a unified force across different software solutions, leveraging expertise and resources for accelerated growth. With a workforce distributed across various locations in the US, the hiring company is committed to driving success and continuous expansion within the legal technology sector.

About The Role

Our client is looking for a Customer Support Specialist to join their team. In this role, you will be responsible for handling client inquiries, resolving issues promptly, and providing feedback to the product and development teams.

In this role, you will:

• Provide support via Phone, Chat, & Email
• Resolve client issues and concerns
• Build and maintain customer relationships
• Help enhance client retention
• Identify bugs and communicate them to the development team
• Utilize cloud support systems like Intercom, Salesforce, JIRA, etc
• Other tasks as assigned
• Work hours will fall within 10 am - 7 pm EST/ 9 am – 6 pm CST/ 7 am – 4 pm PST

Qualifications

• Minimum of 2 years of customer support experience
• Previous experience in a SaaS environment (at least 2 years)
• Understanding of the legal industry is a plus
• Familiarity with SalesForce, Intercom, JIRA, G Suite

Who is the ideal candidate?

• Patient, empathetic, and excellent communication skills
• Data-driven individual
• Strong interpersonal skills for cross-functional collaboration
• Comfortable with technology and adaptable to new software
• Capable of handling escalated customer issues
• Self-motivated, detail-oriented, and able to inspire others
• Outstanding verbal and written communication skills
• Organized, detail-oriented, and capable of managing multiple tasks
• Personable and enjoys client-facing interactions
• Can effectively explain technical processes to both tech-savvy and non-technical clients

Why should you join the hiring company?

The hiring company offers top legal practice software solutions that support lawyers in managing, automating, and growing their firms. Lawyers in over 170 countries use their products to revolutionize their legal practices. With four industry-leading legal practice management platforms and specialized payments and accounting solutions, the hiring company empowers legal professionals globally.

Benefits/Perks

• Competitive salary
• Generous vacation, sick, and parental leave
• Remote work options
• Budget for home office upgrades
• Emphasis on work-life balance
• Full medical, vision, and dental coverage, 401k matching, equity grants
• Fun company retreats and team-building activities