Customer Support Specialist I
About The Position
You'll be the first line of contact for our customers, ensuring legal teams at law firms, corporations, government agencies, and non-profits are supported and successful on the Everlaw platform. By answering questions, teaching product functionality, and troubleshooting technical issues via phone and email, you'll directly impact the day-to-day experience of clients discover truth and promote justice. This is a full-time, non-exempt position based in our New York, NY office with a hybrid work schedule: in office M/W/Th with the option to work from home on Tu/Fr. This role will require a post offer criminal background check and agency suitability clearance. Because this role supports U.S. federal government customers, employment is contingent on successful completion of a post‑offer background check and any required federal agency suitability clearances, and on maintaining those clearances consistent with applicable law and Everlaw’s at‑will employment policy.
Requirements
- At least 2 years of customer service experience in customer support at a software company or in a similar customer-facing role.
- A passion for technology and helping others understand and use it effectively.
- Exceptional verbal and written communication skills grounded in enthusiasm, energy, and empathy.
- Organized, process-driven, and capable of anticipating and mitigating friction points in a fast-paced environment.
- A thoughtful, cross-functional collaborator focused on delivering a streamlined customer experience.
- Learns quickly and proactively takes initiative to resolve and learn from technical challenges.
- Authorized to work in the United States. Everlaw is not sponsoring U.S. employment visas for this role.
Nice To Haves
- Experience in Customer Support, ideally at a software or technology company.
- Familiarity with Customer Relationship Management (CRM) tools like Zendesk or Salesforce, and proficiency with Google Workspace applications.
- Prior experience or familiarity with legal technology or legal workflows.
Responsibilities
- Deliver customer support via phone and email to help clients understand product functionality and resolve technical issues.
- Troubleshoot complex client tickets using egoless communication and collaborate with teammates across the support organization.
- Complete training modules to earn product certification and build subject matter expertise across the platform.
- Partner with Product and Engineering teams to share user insights and drive continuous product improvements.
- Participate in quarterly performance and development meetings with your manager to build growth pathways and career goals.
Benefits
- Comprehensive medical, dental, and vision coverage
- Flexible Spending Accounts for health and dependent care expenses
- Membership to Modern Health to support mental health and wellness
- Paid parental leave
- Company-sponsored life and disability insurance
- Competitive equity grants
- 401(k) plan with company matching of up to 4% of eligible annual compensation
- 17 paid vacation days, 11 federal holidays, and paid sick leave
- Four "Everlawlidays" (additional paid company-wide days off) per year
- Annual allocation for learning & development and relevant professional membership dues
- Hybrid work with regular work-from-home days and flexibility for life's logistics
- Monthly home internet reimbursement, plus a stipend for your desk setup
- Catered lunch each workday, plus snacks and company-wide events in our offices
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
