Customer Support/Success Specialist

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!

At LeanLaw, we:

• Do the right thing: We do what's right for the customer, company, employee, and other stakeholders. It's ok to be wrong, but it isn't ok to do nothing.
• Grow or Die: We are tenacious in the pursuit of growth for our customers, our company, and our employees through grit, continuous learning, and innovation.
• Own It: We take ownership of our performance, results, and our mistakes. We do what we say we are going to do. No excuses.
• Default to Trust: We're open, honest, we listen to understand, and we value healthy conflict.

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:

• Accounting/Bookkeeping experience as it relates to legal accounting and QuickBooks Online
• 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 & Self-starter
• 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

Good to have:

• CRM or customer support software experience (HubSpot, Intercom, Zendesk, ServiceNow or others a plus)
• Experience with value-driven feature adoption

• 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

You're on your way!

Here's a glimpse into our interview process:

1. After you apply, our hiring manager (Jay Sanchez) dives into your resume. A great fit will score a quick phone chat (15-30 minutes) to chat about your background.
2. Next up is the 1st interview! The hiring manager will be there, and you might meet a teammate from the Support crew.
3. We'll then reach out to your references to get their insights.
4. The 2nd interview is your chance to meet the hiring manager again, who may be joined by our Head of Product and Success (pending availability)!
5. Then, the moment you've been waiting for: the offer stage!

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.