Customer Support Specialist - LollyLaw

What is the role?

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


• Improve client retention


• 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


• Excellent conflict management skills


• 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

Benefits/Perks

• Competitive salary


• 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-annual company retreats and many other fun activities to bring our team together (physically or virtually) as often as possible!