Customer Support Specialist - LollyLaw

What is the role?

We have a reputation for excellent customer service. As a Lolly Law 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 Lolly Law. 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 Lolly Law.

In this role, you will:

• Support existing customers via chat, email, and phone

• Diagnose and troubleshoot client issues

• Onboard new customers with training calls and check-ins

• Continuously acquire expertise in Merus Case 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:

• 1-2 years of customer support experience

• SaaS experience 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

• Company culture that encourages work / life balance

• 100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants