As a Customer Support Specialist, you will assist customers in the legal tech industry, resolving issues, onboarding new clients, and enhancing client retention.
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!
Top Skills
SaaS
Similar Jobs
Legal Tech • Software
As a Customer Support Specialist, you will advocate for clients, provide support through various channels, troubleshoot issues, and improve client retention.
Top Skills:
SaaS
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
The Senior Escalations Program Manager manages complex customer escalations, leads process improvement initiatives, and ensures swift resolution while communicating with stakeholders.
Top Skills:
ItilPmpSix Sigma
Healthtech • Software • Analytics • Biotech • Pharmaceutical • Manufacturing
The Territory Business Manager will drive new patient starts and sales while managing a specific geographical territory, focusing on relationships with healthcare professionals and executing strategic sales plans.
Top Skills:
Customer Management SystemMicrosoft Applications
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
