Customer Support Specialist

About the role

Team: Customer Experience | Location: Remote-Friendly / US | Type: Full-Time

About the Role

Law firms run on deadlines, and every comment, task, or email from a customer is a small trust test - respond fast and clearly, and we keep that trust; let it sit, and we risk the case and the relationship. As our Customer Support Specialist, you'll be the person making sure nothing from our key accounts slips through the cracks.

You'll work inbound tickets, comments, and emails across email, and portal, keeping every interaction inside the SLAs we've set. You will also be This is an execution-focused role: you're both helping build the playbook from scratch, and pressure-testing every day to flag where it needs to flex and evolve.

What You'll Own

• Manage the daily queue of comments, tasks, and emails from key accounts across email, portal, and phone - first response within 2 business hours, resolution within 24-48 hours for standard tickets
• Triage and resolve the majority of inbound tickets without escalation: record status questions, document delivery, billing questions, general how-to inquiries
• Recognize and escalate technical issues (portal bugs, access issues, submission errors, document retrieval errors) to the right owner, and keep the customer updated while it's being worked
• Hit SLA targets consistently and flag early when a ticket, account, or theme is at risk of missing one
• Keep tickets and account notes clean and well-documented so account health, complaint themes, and volume patterns are easy to roll up
• Surface recurring issues or customer feedback themes to the Support Lead to feed into the monthly VoC review
• Follow (and help refine) escalation paths for technical issues, complaints, and collections questions

What We're Looking for

• 3-5 years of B2B customer support experience, ideally in SaaS, with a track record of owning a complex or high-volume queue
• Comfortable owning a queue independently at senior scope - you don't need heavy oversight to hit response and resolution targets, and can be trusted with our highest-touch key accounts
• Clear, warm written communication - you can de-escalate a frustrated customer over email without losing empathy or speed
• Strong attention to detail; you don't let things slip between email, portal, and phone channels
• Comfortable with ambiguity and manual process - we're early-stage, so not everything is documented yet, and you're willing to help build it as you go
• Experience with ticketing systems (Pylon, or similar) a plus
• Legal services, healthcare, or document workflow background a plus

Success Metrics

• First Response Time: < 2 business hours for all inbound tickets during business hours
• Resolution Time: Standard tickets resolved or workaround provided within 24-48 hours
• SLA Adherence: Consistent adherence across comments, tasks, and emails for key accounts
• Complaint Logging: 100% of complaints and feedback logged, no unresolved items outside process
• Escalation Accuracy: Technical/engineering issues correctly flagged and tracked in Linear
• CSAT / Satisfaction Signal: Positive feedback trend from customers on support interactions