Customer Support Associate

Job Description

About the Role

We’re looking for a Customer Support Associate who loves helping users solve problems.

You’ll lead product support, as well as working closely with our awesome team of Customer Success Managers (CSMs) to deliver a world class customer experience on the frontline as well as behind the scenes, as we expand our in-house operations.

This is a high-impact role in a fast paced SaaS environment where you’ll combine technical know-how, customer empathy, communication skills, and a relentless focus on optimizing processes to help our users get the most from our platform, ultimately empowering more independent and mature usage that drives more value for the customer.

What You’ll Do

• Product support: smart ticket triage, troubleshooting and escalation
• Resolve customer support tickets in a timely, empathetic, and technically accurate way.
• Conduct live troubleshooting calls to support users, ranging from onboarding and how-to product guidance, to more complex technical issues such as integrations and APIs.
• Oversee the support workflow between outsourced agents and Engineering, acting as the first point of escalation for agent queries and driving process improvements.
• Identify and escalate bugs, usability issues, and feature requests to Product and Engineering, clearly articulating user impact and opportunities for improvement.
• Coach support agents and set the standard on best practices to enhance their knowledge, problem-solving skills and customer communication.
• Proactively reach out to client and law firm users to offer best practice guidance and ensure successful onboarding.
• Strategic support of Customer Success Managers in key phases of the customer journey (onboarding, renewals, expansion), with activities such as:
• Onboarding & configuration for new customers
• Platform training for new users
• Content and data preparation for key meetings
• Create engaging enablement content to empower users and your colleagues, ensuring each user enjoys an even better experience than the last. This includes:
• Knowledge articles, FAQs, videos and internal notes such as new product releases
• Analyzing support trends to identify opportunities to strengthen our product, streamline processes, and boost users’ confidence.

Why You’ll Love It Here

• Mission-driven team and a platform that solves real customer problems. We’re growing something innovative and different, and it is challenging, fun and rewarding.
• Opportunities to shape our customer operations and grow with the company.
• Supportive culture that values feedback, ownership, and autonomy.

Requirements

What You Bring

• 2–3+ years at a SaaS company in a product/technical support or customer service/success role.
• Outstanding communication skills, with the ability to explain new concepts and complex issues in a clear, user-friendly way that empowers users.
• Hands-on experience supporting customers via email, chat, and video calls.
• Prioritization skills and the ability to manage multiple requests and focus on what matters most to customers.
• Comfort and flexibility collaborating cross-functionally with Product, Engineering, Customer Success and Support.
• A mindset of continuous improvement, always seeking smarter, faster and more effective ways to support users and streamline workflows.
• A strong technical background with experience in desktop support, supporting users of browser based applications, data collation and analysis and developing end user reports.

Nice to Have

• Troubleshooting skills and familiarity with APIs, integrations, or software workflows.
• Background in legaltech, fintech, or enterprise SaaS.
• Experience with products like Zendesk, Slack, Pendo, Jira, Hubspot, as well as Google Slides or Powerpoint.
• Experience in a startup or scale-up environment, with the adaptability and pace it demands.

This is a hybrid role with an expectation of being in the office three days per week.

Base salary range for NYC-based applicants: $75,000-85,000.

We’re committed to providing transparency in regards to salaries to our applicants. We’re also committed to constantly reviewing our data to ensure our benchmarks are in line with the market, and we’d still love to hear from you if your expectations aren’t in line with the listed range. Please also note these ranges are base salary ranges, and there may be additional compensation elements, such as bonuses, commission, retirement plan contributions, equity, etc.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Wellness Resources