Customer Support Specialist - LollyLaw

What is the role? We have a reputation for excellent customer service. As a 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. 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 MerusCase 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