Customer Support Specialist - LollyLaw

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

Job summary

Paradigm is seeking an entry-level LollyLaw Customer Support Specialist. In this role, you will help customers achieve positive outcomes through effective support, training, and problem resolution within a remote working environment. Join a company that values teamwork, user experience, and offers competitive benefits including paid medical insurance and vacation.

Benefits

Paid vacation and sick leave

Remote working flexibility

Budget for home office improvements

Company culture that encourages work/life balance

100% paid medical, vision, and dental insurance

401k matching

Equity grants

Bi-annual company retreats

Qualifications

• 0-2 years of customer support experience.
• SaaS experience preferred.
• Strong communication skills and ability to understand customer needs.

Responsibilities

• Support existing customers via email and phone.
• Onboard new customers with training calls.
• Write and update help center materials.

Skills

Communication skills

Problem solving

Initiative

User-experience design principles

Data analytics

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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