Everlaw is looking for a highly motivated Customer Support Specialist to join our Customer Support team! As a Customer Support Specialist, you'll greatly impact the day-to-day experience of our clients. You’ll be the first line of contact for our customers using your Respect for Users to ensure that all clients are successful and delighted by their Everlaw experience. You’ll be responsible for answering client questions, teaching product functionality and troubleshooting technical issues via phone and email. Your work will matter-- the exceptional service you provide directly impacts the success of the legal teams at law firms, corporations, government agencies, and nonprofit organizations who collaborate on our platform every day to discover truth and promote justice.
This is a full-time non-exempt position based in our New York, NY office with a hybrid work schedule: in office M/W/Th with the option to work from home Tu/Fri. This position requires working from Monday to Friday 9:00am - 6:00pm PT.
In your role, you’ll...
- Become product certified! You’ll begin by completing training modules to get up and running on the ins and outs of the Everlaw platform.
- Start your journey on the support queue, providing world-class customer support.
- Use your egoless communication and collaborate with your teammates to solve complex client tickets and improve the customer experience.
- Participate in quarterly performance and development objectives meetings with your direct manager to build development goals and pathways.
- Become a subject matter expert in certain areas of the product and continue to deepen your knowledge of the platform overall.
- Develop a strong relationship with the Product and Engineering teams to drive product improvements.
About You
- You have a passion for technology and helping others to understand and use it.
- You have exceptional verbal and written communication skills that show enthusiasm, energy, and empathy.
- You are incredibly organized, process-driven, and capable of anticipating and mitigating friction points in a fast-paced environment.
- You are a thoughtful collaborator, partnering cross-functionally to drive a streamlined customer experience.
- You are a quick, eager, and proactive learner, and take initiative to promptly resolve and learn from challenges.
- You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions.
Pluses
- You have experience in eDiscovery, but this is not required.
- You have experience working in Customer Support, ideally at a software or legal technology company, but this is not required.
- You have experience using Customer Relationship Management tools such as Zendesk and/or Salesforce, but this is not required.
- You are comfortable using Google Applications, such as GMail, Google Calendar and Google Docs.
Benefits
- The expected hourly rate range for this role is between $33.66 and $40.87 per hour. The final offered hourly rate will be dependent upon many factors including the candidate’s experience and skills. The base pay range is subject to change in the future.
- Equity program
- 401(k) retirement plan with company matching
- Health, dental, and vision
- Flexible Spending Accounts for health and dependent care expenses
- Paid parental leave and approximately 10 days (80 hours) per year of sick leave
- Seventeen paid vacation days plus 11 federal holidays
- Membership to Modern Health to help employees prioritize mental health and wellness
- Annual allocation for Learning & Development opportunities and applicable professional membership dues
- Company-sponsored life and disability insurance
- Find out more about our Benefits and Perks