Customer Support Specialist I

Everlaw; New York, Northern (NY, KY); Hybrid; USD 45,000 - 56,000; Full time

Benefits offered by this job

Health, dental, vision

FSA

Mental health support

Parental leave

Life & disability insurance

Equity grants

401(k) with company match

Vacation & holidays

Everlawlidays

Learning stipend

Hybrid work

Home internet stipend

Catered lunch & snacks

Job summary

Everlaw in New York, NY seeks a frontline Customer Support Specialist to assist law firms, corporations, government agencies, and non-profits on the Everlaw platform. You will answer questions, teach product usage, and troubleshoot issues by phone and email to improve the daily experience of clients.

This full-time, non-exempt role is based in our New York office with a hybrid schedule: in office M/W/Th and remote Tue/Fri, plus background checks for federal engagements.

Qualifications

• 2+ years of customer service experience in a software or related role.
• Strong verbal and written communication with empathy.
• Authorized to work in the United States; no visa sponsorship.

Responsibilities

• Provide customer support via phone and email to explain product functionality and resolve issues.
• Troubleshoot tickets and collaborate with the support team across the organization.
• Complete training modules to earn product certification and build domain expertise.
• Coordinate with Product and Engineering to share user insights and drive product improvements.
• Participate in quarterly performance and development meetings with management to map growth.

Skills

Customer support

Verbal communication

Cross-functional collaboration

Tools

Zendesk

Salesforce

Google Workspace

Job description

Role

You’ll be the first line of contact for our customers, ensuring legal teams at law firms, corporations, government agencies, and non-profits are supported and successful on the Everlaw platform. By answering questions, teaching product functionality, and troubleshooting technical issues via phone and email, you’ll directly impact the day-to-day experience of clients 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 on Tu/Fr. This role will require a post-offer criminal background check and agency suitability clearance. Because this role supports U.S. federal government customers, employment is contingent on successful completion of a post-offer background check and any required federal agency suitability clearances, and on maintaining those clearances consistent with applicable law and Everlaw's at-will employment policy.

What you'll do

• 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.

About you

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 have a passion for technology and helping others understand and use it effectively. You bring exceptional verbal and written communication skills grounded in enthusiasm, energy, and empathy. You are organized, process-driven, and capable of anticipating and mitigating friction points in a fast-paced environment. You are a thoughtful, cross-functional collaborator focused on delivering a streamlined customer experience. You learn quickly and proactively take initiative to resolve and learn from technical challenges. 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.

Bonus points

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

The team - customer experience

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.

Total rewards & benefits

The expected hourly rate range for this role is between $32.70 - $41.35 per hour. Final salary depends on factors including the candidate's experience and skills, and the base pay range is subject to change. This role is also eligible for equity and the benefits below.

• Health & well‑being Comprehensive medical, dental, and vision coverage
• Flexible Spending Accounts for health and dependent care expenses
• Membership to Modern Health to support mental health and wellness
• Paid parental leave
• Company-sponsored life and disability insurance
• Financial rewards Competitive equity grants, so you share in Everlaw's long‑term growth
• 401(k) plan with company matching of up to 4% of eligible annual compensation
• Growth & everyday perks 17 paid vacation days, 11 federal holidays, and paid sick leave
• Four "Everlawlidays" (additional paid company-wide days off) per year
• Annual allocation for learning & development and relevant professional membership dues
• Hybrid work with regular work-from-home days and flexibility for life's logistics
• Monthly home internet reimbursement, plus a stipend for your desk setup
• Catered lunch each workday, plus snacks and company-wide events in our offices

About Everlaw

When a lawsuit or investigation happens, teams must comb through vast amount of electronic evidence - emails, documents, chats, files - to find