Customer Support Specialist - LollyLaw

Accountabilities
Deliver exceptional customer support through chat, email, and phone, ensuring timely resolution of client inquiries and technical issues. Troubleshoot software-related challenges and guide customers toward effective solutions that support their business goals. Lead onboarding sessions for new customers through training calls, follow-ups, and ongoing adoption support. Develop a deep understanding of platform features and functionality to provide accurate guidance and best practices. Create, maintain, and improve help center documentation and customer education materials. Build strong customer relationships that promote satisfaction, engagement, and long-term retention. Collaborate with internal teams to communicate customer feedback, evolving needs, and opportunities for product improvement. Contribute to additional customer success initiatives and projects as needed. Requirements 1–2 years of experience in customer support, customer success, or a related client-facing role. Previous experience supporting SaaS products is preferred. Strong troubleshooting and creative problem-solving abilities with a proactive approach to customer needs. Excellent verbal and written communication skills, with the ability to build trust and explain technical concepts clearly. Ability to work independently while collaborating effectively within a remote team environment. Strong conflict resolution, relationship-building, and customer advocacy skills. Experience in the legal technology, legal services, or consulting industry is considered an advantage. Customer-focused mindset with a passion for delivering outstanding user experiences. Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. Benefits Competitive salary. Fully remote work flexibility within the United States. Paid vacation, sick leave, and parental leave. Work-life balance supported by a collaborative and flexible company culture. 100% employer-paid PPO medical, dental, and vision insurance. 401(k) retirement plan with company matching. Equity grant opportunities. Opportunities for professional growth and ongoing learning in the legal technology industry.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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