Customer Support Specialist - LollyLaw

Joinparadigm; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

Join a leading provider of legal practice software solutions as a Customer Support Specialist. In this role, you will support clients to ensure positive business outcomes in the legal tech industry. Ideal candidates will have customer support experience, especially in SaaS or law firms, and possess strong communication and problem-solving skills. This role offers remote working flexibility and a comprehensive benefits package.

Benefits

Paid vacation + sick and parental leave

Remote working flexibility

Budget for home office improvements

100% paid PPO medical, vision, and dental insurance

401k matching and equity grants

Bi-annual company retreats

Qualifications

• 0-2 years of customer support experience.
• SaaS experience preferred.
• Experience in a law firm highly preferred.

Responsibilities

• Support existing customers via email and phone.
• Diagnose & troubleshoot client issues.
• Onboard new customers with training calls and check-ins.

Skills

Problem-solving

Communication

Teamwork

Job description

As an entry-level LollyLaw Customer Support Specialist, you will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with LollyLaw. Proactive, energetic, and self-driven, you will strive to understand our customers within the legal tech industry and work to be a trusted partner so that firms love and grow with LollyLaw. LollyLaw is a proud part of Paradigm, the leading provider of legal practice software solutions that help lawyers manage, automate and grow their firms.

In this role, you will:

• Support existing customers via email and phone
• Diagnose & troubleshoot client issues
• Onboard new customers with training calls and check-ins
• Continuously acquire expertise in LollyLaw features
• Write and update help center materials
• Work with various stakeholders to help them understand evolving client needs
• Other duties as assigned

Qualifications

• 0-2 years of customer support experience
• SaaS experience preferred
• Experience in a law firm highly preferred
• Strong initiative and creative problem solving
• Strong communication skills and introspection to understand customer needs
• Able to work well with a team and independently
• Experience in the legal or consulting industry advantageous

Who is the ideal candidate?

• You are a problem-solver and a go-getter who isn’t afraid to dive into projects and get your hands dirty
• You articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time
• Ability to engage, influence and inspire stakeholders to drive collaboration and alignment.
• Excellent with user-experience design principles and data analytics
• Paid vacation + sick and parental leave
• Remote working flexibility
• Budget for home office improvements
• Company culture that encourages work / life balance
• 100% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
• Bi-annualcompany retreats and many other fun activities to bring our team together (physically or virtually) as often as possible!

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