Customer Support Representative

Laurel

1d•$94,000 - $120,000•Remote

About The Position

Laurel is seeking a Customer Support Representative to join their 24/7 global operation. This role will support customers at major law and professional services firms worldwide, focusing on resolving customer problems quickly and using learnings to improve the product. The team currently consists of six members across the U.S., U.K., and Australia, with additional support agents in the Philippines. The Customer Support Representative will manage customer conversations via email and messaging, with occasional Zoom calls or screenshares, resolving common issues, documenting and escalating complex problems, and keeping customers informed throughout the resolution process. They will also contribute to documentation and support improvements. The role reports to Jordan Knott and includes an onboarding buddy.

Requirements

Able to work a regular schedule of either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time (ET), based on team coverage needs and availability.
Based anywhere in the United States.
3+ years of experience providing customer support in a SaaS or software environment.
Superior written communication skills – excellent "explainer".
Strong problem-solving skills, ability to investigate software behavior systematically, and recognize when an issue needs escalation.
Proven track record of driving high customer satisfaction and following through on issues until they’re fully resolved.
Ability to manage customer conversations efficiently and prioritize cases based on urgency and customer impact.
Ability to contribute to customer-facing or internal documentation, flag recurring issues, and complete scoped improvement tasks with guidance.
Proven track record of building strong working relationships with colleagues in a remote, distributed environment.
Ability to learn new software, adapt to product changes, and apply feedback.
Ability to manage assigned cases independently after onboarding and ask for help when needed.

Responsibilities

Becoming an expert on the Laurel product.
Responding to and resolving inbound customer support inquiries promptly, with clear and accurate communication, during an agreed schedule of either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time (ET).
Resolving common capture, release, and configuration issues using training and documented procedures, and gathering evidence to escalate complex or unfamiliar issues.
Thoroughly documenting technical problems that users are encountering, and escalating them internally as needed.
Educating customers about our product.
Staying up-to-date on product changes through team updates, training, and documentation.
Thoroughly understanding customers’ needs and preferences, and articulating these internally on an as-needed basis.
Contributing to Help Center articles, internal documentation, and scoped support improvements with guidance from teammates.
Flagging incorrect or incomplete AI answers and suggesting source improvements for review.
Identifying patterns across customer conversations and proactively surfacing improvements to documentation, processes, or the product.
Providing clear escalation details to Customer Success, Product, and Engineering, coordinating next steps, and keeping customers informed through resolution.