Customer Success/Support Specialist

Mission

Our mission at LeanLaw is to empower professional service firms, including law and accounting firms, by simplifying their financial operations through innovative cloud-based software. We are the financial backbone of firm operations. Our platform handles everything from timekeeping to invoicing and reporting, all deeply integrated with QuickBooks Online, making it work seamlessly for small to mid-sized firms!

Who We Are

At LeanLaw, fit matters. We do the right thing by prioritizing what's best for our customers, company, and employees. We believe in defaulting to trust— we listen to understand, and we value healthy conflict. We take ownership of our work, are self-starters, and commit to continuous learning.

Our team is known for our tenacity, taking ownership, and delivering on results. Check out what LeanLaw users have to say about our Support:

[TrustPilot]

• "LeanLaw’s excellent support and customizable features will ensure a smooth transition and enhanced overall productivity."
• "The support team is great and always gets back to us in a short time."

[CSAT]

• "Quick fix. Professional courteous representative. Thanks!"
• "Patient, knowledgeable, professional. Made sure my problem was solved."
• "You helped us pinpoint the issue we were having. We are on our way to a resolution of the issue. Thank you very much. I am keeping all my notes for reference. Again, thank you!"

If these values resonate with you, we’d love to have you on our team.

Job Responsibilities:

• Provide front-line support for inbound customer requests via in-app chat, emails, and virtual calls (voice and/or video).
• Note: this is not a call center, but we don't shy away from calling customers!
• Troubleshoot and report potential bugs, working closely with our Product and Engineering teams to identify and test fixes as well as product enhancements.
• Dedicate yourself to fostering exceptional customer experiences across a variety of professional service industry roles, including attorneys, accountants, and paralegals.
• Update internal and customer-facing databases and articles with information on technical issues and insightful discussions with customers.
• Follow up with customers to ensure their technical issues are fully resolved.
• Additional tasks based on growth path and company goals.

If you're looking for a role where you can build, grow, and impact the future of your customers and organization, LeanLaw's the right place for you!

Requirements

Required Qualifications:

• Solid foundation in QuickBooks Online navigation.
• Experience with customer support or ticketing software (e.g., HubSpot, Intercom, Zendesk, ServiceNow).
• Familiarity with digital workspaces and communication tools (e.g., G-Suite, Slack, Zoom).
• Strong verbal and written communication skills.
• Tech-savvy and ability to investigate and diagnose complex issues, with a fast-learning ability.
• Experience translating technical terms for a nontechnical audience.
• Team-oriented with a proactive, solution-focused approach.
• Self-starter, takes initiative and owns their results

Preferred Qualifications:

• Experience in legal accounting or working in legal operations (1+ years)
• Experience in Customer Support/Success in SaaS. (2+ years)
• Experience in working in SaaS start-ups.
• Remote work experience.

This role could be a great fit if you're pivoting to SaaS tech, have a strong sense of investigating and diagnosing complex issues, and are a transitioning:

• Teacher
• Paralegal
• Legal secretary
• Legal accountant or bookkeeper

What does the hiring process look like?

1. After you complete the application, our Manager of Support & Success, Jay Sanchez, will review your application.

2. If your resume meets what we're looking for, you will be invited for a live assessment and interview.

• The assessment will cover your QuickBooks Online knowledge and will be done live with our Manager of Support & Success and our Customer Success Engineer, Jessica McCullough (pending availability).
• After the assessment, you will continue with the rest of the interview to assess your technical expertise and culture-fit.

3. If your interview indicates a possible fit, we'll request two professional references to contact (phone is preferred).

4. After contacting your references, we'll schedule a second interview with our Head of Product & Success, Gabe Blanchet.

5. If we determine a mutual fit, you'll hear back with an offer!

We aim to provide you with updates in a timely fashion. From the moment of first contact (meaning, the first time we send you a message after you apply), our goal is to respond within 7 business days.

Benefits

$43,000.00 - $47,000.00 annual salary (60-90 day probationary period, with room for growth after 90 days)

• Medical
• Health Savings Account
• Dental
• Vision
• Life Insurance
• Short-term disability
• 401k
• Unlimited PTO
• Fully remote

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.

Note: this role is US-only