Customer Support/Success Specialist
LeanLaw, United States
Job Description
LeanLaw’s mission is to help law firms become better businesses through cloud-based software and technology services. We are the financial operating system of the law firm. Our timekeeping, invoicing, and reporting platform, is deeply integrated into QuickBooks Online. We make QBO work for small to mid-sized law firms! We are a growing entrepreneurial-minded company that is ready to hire!
As we build our team, fit matters. At LeanLaw, we do the right thing. We are authentic. Everyone is heard and valued. We are accountable, self-starters, and we are continuous learners. If you are drawn to these values, we want you on our team.
The role:
- Front line support on inbound requests from customers via in-app chat, emails, and virtual calls
- Troubleshoot and report new or possible bugs and work closely with the Product and Engineering departments to identify and test fixes as well as product enhancements
- Make it your mission to foster exceptional customer experiences with a variety of customer profiles in the legal industry, including attorneys, accountants, paralegals, and more
- Update our internal and customer-facing databases with information about technical issues and useful discussions with customers
- Follow up with customers to ensure their technical issues are resolved
- Drive product adoption for our newest features
Requirements
Required:
- CRM or customer support software experience (HubSpot, Intercom, Zendesk, or others a plus)
- Experience in Customer Success/Customer Support in a software-as-a-service (SaaS) environment
- Experience with digital workspaces and communication (G-Suite, TeamFlow, Slack)
- Strong communication skills (verbal and written)
- Technology-oriented and analytical
- Fast-learner
- Experience translating technical terms to a nontechnical audience
- Team-player, with a solution-oriented proactive approach
- Adaptable to a rapidly evolving, start-up environment
- Open availability/Flex scheduling
- Experience with value-driven feature adoption
Good to have:
- Accounting/Bookkeeping experience as it relates to legal accounting and QuickBooks Online
- Helpdesk background/knowledge
- Experience in a SaaS, lean start-up environment
- Experience in remote work
The right attitude:
- Loves building relationships with prospective and existing customers
- Are proactive, tenacious and resilient
- Are empathetic, having the ability to identify and react accurately and proactively to the behavior and emotions of customers
- Are optimistic, show initiative, and the ability to focus on opportunities and solutions
- Are accountable, tend not to make excuses for a situation and take action when situations require action
- Are highly self-directed, adaptable and has a passion for learning
- Are open to growth and frequent, fast changing environment
Benefits
Compensation:
$45,000.00 - $50,000.00 annual salary (based on experience and knowledge)
- Medical
- Health Savings Account
- Dental
- Vision
- Life Insurance
- Short-term disability
- 401k
- Unlimited PTO
- Fully remote
- Flexible schedule
There are many growth and advancement opportunities, and we are dedicated to making sure the right person is in the right seat.
We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for being the best fintech workflow for the legal industry, you’ll be a great fit at Leanlaw.