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
Skills Required
- 0-2 years of customer support experience
- SaaS experience
- Experience in a law firm
- Strong communication skills
- Excellent conflict management skills
What We Do
Paradigm offers a suite of legal software solutions that help lawyers manage, automate and grow their firms. More than 40,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class legal practice management solutions — PracticePanther, MerusCase, LollyLaw, and Bill4Time, and two payment and accounting platforms, Headnote and TrustBooks — Paradigm has the perfect solution for any law firm. We are better together. Bringing these industry-leading software under one roof allows us to quickly test and apply new ideas across the portfolio. We leverage collective wisdom and resources to introduce the right innovation at the right time to better serve lawyers everywhere. Officially recognized as a Great Place to Work in 2021 and 2022, at Paradigm, we are fast-paced, ambitious and unified by a common vision to build the best legal technology products in the world. Our team includes some of the brightest minds in technology, engineering, sales, marketing, and law, and we benefit from the backing and partnership of Francisco Partners.
