Customer Support Specialist I
Provides phone- and email-based technical customer support for the Everlaw platform, helping legal-sector clients use the product and resolve issues. Requires at least two years of customer service experience, strong communication, and comfort with technology; CRM and legal-tech experience are advantageous.
About the job
Responsibilities
- Provide customer support by phone and email, helping clients understand product functionality and resolve technical issues.
- Troubleshoot complex client tickets using clear, empathetic communication and collaborate with teammates across the support organization.
- Complete training modules, earn product certification, and develop subject-matter expertise across the platform.
- Partner with Product and Engineering teams to share user insights and support continuous product improvements.
- Participate in quarterly performance and development meetings to build growth pathways and career goals.
Requirements
- At least 2 years of customer service experience in customer support at a software company or a similar customer-facing role.
- Passion for technology and helping others understand and use it effectively.
- Exceptional verbal and written communication skills.
- Strong organization and process orientation, with the ability to anticipate and mitigate friction points in a fast-paced environment.
- Thoughtful cross-functional collaboration and a focus on delivering a streamlined customer experience.
- Ability to learn quickly and proactively resolve technical challenges.
- Authorization to work in the United States.
Nice-to-haves
- Customer support experience at a software or technology company.
- Familiarity with CRM tools such as Zendesk or Salesforce.
- Proficiency with Google Workspace.
- Experience or familiarity with legal technology or legal workflows.
Compensation & Benefits
- Expected hourly rate: $32.70–$41.35 per hour.
- Eligible for equity.
- Medical, dental, and vision coverage.
- Flexible Spending Accounts for health and dependent care.
- Mental health and wellness membership.
- Paid parental leave.
- Company-sponsored life and disability insurance.
- 401(k) plan with matching of up to 4% of eligible annual compensation.
- Paid vacation, federal holidays, sick leave, and additional company-wide days off.
- Learning and development allocation and relevant professional membership dues.
- Hybrid work with regular work-from-home days.
- Monthly home internet reimbursement and desk setup stipend.
- Catered office lunch, snacks, and company events.
Skills
Customer Support, Technical Troubleshooting, Zendesk, Salesforce, Google Workspace, CRM, Verbal Communication, Written Communication
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