Support Specialist

Remote (United States)

Job Details

Employment Type: Full-Time

Working Hours: ET, CT, MT, or PT time zones

Compensation: $40.00 – $45.00 per hour

About the Role

The Support Specialist will serve as the first point of contact for clients using an AI-powered legal technology platform. This role focuses on resolving client questions quickly, troubleshooting product and technical issues, building strong product knowledge, and creating helpful resources that allow legal teams to use the platform effectively. The position is ideal for someone who is comfortable supporting professional users, explaining technical concepts clearly, and working closely with customer success, product, and engineering teams.

What You’ll Do

• Serve as the first point of contact for inbound client support requests across all support channels.
• Respond to clients promptly, professionally, and clearly.
• Troubleshoot product questions and technical issues.
• Escalate issues to engineering or product teams through the appropriate process when needed.
• Build deep expertise in the platform and serve as a product knowledge resource for clients and internal customer success teams.
• Conduct live troubleshooting sessions with clients to resolve issues.
• Lead product walkthroughs that help clients build confidence using the platform.
• Write and maintain help content, including articles, guides, and FAQs.
• Create support resources that address common client questions and product workflows.
• Partner with customer success teams to identify recurring issues and share client feedback with the product team.
• Document solutions and contribute to the internal knowledge base.
• Help reduce repeat inquiries and support team scaling through clear documentation.
• Participate in product testing.
• Share product testing results with engineering and product management in a timely manner.

Qualifications

• 1–3 years of experience in a legal environment, such as a law firm, corporate legal department, or legal technology company.
• Experience may be in support, operations, or client services.
• Strong written and verbal communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Comfortable leading live client-facing calls and troubleshooting sessions.
• Experience writing help content or customer-facing documentation is a plus.
• Familiarity with support tools or CRM systems is a plus.
• Strong ability to learn new software tools quickly.
• Interest in AI-powered products and legal technology.

Core Capabilities

• Accountability: Own assigned work and follow through on commitments.
• Collaboration: Work effectively with teammates and make handoffs clear and complete.
• Composure: Stay calm, focused, and clear-headed in fast-moving or high-stakes situations.
• Initiative: Take action when something needs attention without waiting for detailed direction.
• Judgment: Understand when to escalate an issue and when to resolve it independently.