Copy of Company Job Template

Laurel•San Francisco, CA

1d•$94,000 - $120,000•Remote

About The Position

Laurel is hiring a remote Customer Support Associate to help customers troubleshoot issues and use the Laurel product effectively. The role expands late U.S. afternoon and early APAC morning coverage as the customer base grows. The associate will handle customer conversations through email and messaging, with occasional Zoom calls or screenshares; resolve common problems; document and escalate issues requiring further investigation; and keep customers informed through resolution. The associate will also contribute to support documentation and improvements with guidance from teammates. The regular schedule will be either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time, confirmed during hiring based on coverage needs and availability. The role reports to Jordan Knott and includes an onboarding buddy. Laurel’s Customer Support team operates 24/7 and supports customers at major law and professional services firms worldwide. The team includes six members across the U.S., U.K., and Australia, and works with two additional support agents in the Philippines. Its mission is to resolve customer problems quickly and use what it learns to improve the product, guidance, and support processes. The position is remote and open to candidates anywhere in the United States. Occasional weekend work and rotating holiday coverage may be required. Compensation includes a competitive salary, generous equity, and supplemental benefits; final compensation depends on experience, qualifications, and expertise. Laurel offers flexible paid time off, with time off coordinated thoughtfully with the manager and teammates. Visa sponsorship and relocation assistance are not available.

Requirements

Be able to work either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time, based on team coverage needs and availability.
Be based in the United States.
Have 3 or more years of customer support experience in a SaaS or software environment.
Have superior written communication skills and be able to explain issues clearly.
Have strong problem-solving skills, investigate software behavior systematically, and recognize when escalation is needed.
Have a track record of driving high customer satisfaction and following issues through to resolution.
Manage customer conversations efficiently and prioritize cases based on urgency and customer impact.
Be able to contribute to customer-facing or internal documentation, flag recurring issues, and complete scoped improvement tasks with guidance.
Have a track record of building strong working relationships with colleagues in a remote, distributed environment.
Learn new software, adapt to product changes, and apply feedback.

Responsibilities

Become an expert on the Laurel product.
Respond to and resolve inbound customer support inquiries promptly and communicate clearly and accurately during the agreed schedule.
Resolve common capture, release, and configuration issues using training and documented procedures, and gather evidence to escalate complex or unfamiliar issues.
Document technical problems users encounter and escalate them internally as needed.
Educate customers about the product.
Stay current on product changes through team updates, training, and documentation.
Understand customers’ needs and preferences and communicate them internally as needed.
Contribute to Help Center articles, internal documentation, and scoped support improvements with teammate guidance.
Flag incorrect or incomplete AI answers and suggest source improvements for review.
Identify patterns across customer conversations and proactively surface improvements to documentation, processes, or the product.
Provide clear escalation details to Customer Success, Product, and Engineering; coordinate next steps and keep customers informed through resolution.
Manage assigned cases independently after onboarding and seek help when needed.