Customer Support Specialist

Everlaw; New York (NY); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Pension plan

Family leave

Paid holidays & holiday accruals

Learning stipend

Volunteer hours

Team events

Job summary

Everlaw is seeking a Customer Support professional in New York to help clients understand product features and resolve technical issues. You will work with teammates across the support organization, troubleshoot complex tickets, and complete product certification training to build platform expertise.

In this role you will partner with Product and Engineering to share user insights and contribute to ongoing product improvements, while participating in quarterly reviews to map growth and career

Qualifications

• 2+ years of customer service experience in a software company or similar customer-facing role.
• Ability to communicate clearly with customers via phone and email.
• Strong collaboration with Product and Engineering teams.

Responsibilities

• Deliver customer support via phone and email to help clients understand product functionality and resolve technical issues.
• Troubleshoot complex client tickets using egoless communication and collaborate with teammates across the support organization.
• Complete training modules to earn product certification and build subject matter expertise across the platform.
• Partner with Product and Engineering teams to share user insights and drive continuous product improvements.
• Participate in quarterly performance and development meetings with your manager to build growth pathways and career goals.

Skills

Verbal communication

Written communication

Cross-functional collaboration

Customer service

Tools

Zendesk

Salesforce

Google Workspace

Job description

• Deliver customer support via phone and email to help clients understand product functionality and resolve technical issues


• Troubleshoot complex client tickets using egoless communication and collaborate with teammates across the support organization


• Complete training modules to earn product certification and build subject matter expertise across the platform


• Partner with Product and Engineering teams to share user insights and drive continuous product improvements


• Participate in quarterly performance and development meetings with your manager to build growth pathways and career goals


• The Customer Experience team delivers the experience customers rely on throughout their journey with Everlaw


• Across support, user education, data operations, and customer insights, the team combines deep expertise with thoughtful service to solve meaningful challenges and help organizations use Everlaw with confidence


• In a domain where the stakes are high and the data is sensitive, this work helps make Everlaw the company customers trust and choose

Benefits

• Mind & Body - Everlaw cares about the whole person, and that is underscored by our health care plan. Everlaw offers employees and their dependents private health insurance which covers 100% of employee health insurance premiums and 60% of dependent premiums.


• Investing in Your Future - Everlaw believes in building for the long-term – for both our product and our employees. Everlaw enrolls employees in a pension fund upon hire where employees contribute 4% of their salary with a company match of 4%. An additional 1% comes from the UK government in the form of tax relief.


• Family Bonding - Everlaw supports growing families by ensuring employees receive 100% of their salary for up to 10 weeks for family-bonding leave, in addition to 8 weeks of fully paid leave for birthing parents.


• Everlawlidays and More - When you have a group of highly-skilled, highly-driven truth-finders, it’s important to build in breaks for recharging. Everlaw offers employees 20 days of paid holiday per calendar year in addition to the eight public holidays in England and Wales. Everlaw also recognises four ‘Everlawlidays’ that are designated days off for the whole company. Upon their fourth work anniversary, employees are upgraded to 23 days of holiday and to 27 days on their seventh work anniversary.


• On-Site Lunches and Snacks - Enjoy delicious daily catered lunches and sample the rotating snack and beverage selections in our London office.


• Never Stop Learning - We are committed to Everlawyers’ professional growth and encourage employees to pursue the right learning and development opportunities for wherever they are in their journey. With an annual Learning & Development stipend of £1,600, Everlawyers can attend conferences, obtain certifications, join classes and meet with career coaches.


• Giving Back - We are committed to supporting our local communities so we build in time for you to give back. In addition to time off for company-sponsored volunteer events, employees get four paid hours per quarter to volunteer at any charity recognised by the HMRC.


• Creating Community - Everlaw is filled with empowered, passionate problem solvers who like to have fun. From team dinners to holiday parties, Everlaw hosts optional company-wide bonding events regularly. Additionally, each department is given a monthly budget for activities and events planned by you and your colleagues. Events have included go-karting, escape rooms, trapeze classes and intramural sports.

You are authorized to work in the United States. Please note that at this time, Everlaw is not sponsoring U.S. employment visas for this role.

You have a passion for technology and helping others understand and use it effectively

You learn quickly and proactively take initiative to resolve and learn from technical challenges

You are organized, process-driven, and capable of anticipating and mitigating friction points in a fast-paced environment

You have at least 2 years of customer service experience in customer support at a software company or in a similar customer-facing role

You are a thoughtful, cross-functional collaborator focused on delivering a streamlined customer experience

You bring exceptional verbal and written communication skills grounded in enthusiasm, energy, and empathy

• Familiarity with Customer Relationship Management (CRM) tools like Zendesk or Salesforce, and proficiency with Google Workspace applications


• Prior experience or familiarity with legal technology or legal workflows


• Experience in Customer Support, ideally at a software or technology company