Customer Support Generalist

Tavrn.ai • San Francisco, CA

2d

About The Position

Tavrn builds AI software for law firms, including medical records retrieval, chronologies, and demand letters. Our Operations team sits closest to the customer: we're the ones triaging what's broken, guiding firms through the product, and making sure every case and ticket gets handled with the care it deserves. We're hiring a Customer Support Specialist to own front-line, Tier 1 support for our law firm customers. You'll be the first response on incoming tickets: answering how-to and workflow questions, classifying severity, and routing anything beyond Tier 1 to the right owner with enough context that it doesn't bounce back. This is a generalist seat, which means you'll need to be capable across the board: general product support and actually working Record Retrieval cases when they come your way, not just flagging that something's wrong, but working the case through to resolution the way our RR specialists would. You'll work closely with the operations, CS, and record retrieval teams, and you'll be one of the first voices a customer hears when something isn't working.

Requirements

• Comfortable doing real casework, not just triage — this role requires actually resolving Record Retrieval cases (chasing records, correcting errors, re-submitting requests), so we need someone who can learn a workflow and execute it independently, not just describe the problem
• Strong written communication — you can explain a fix clearly to someone who isn't technical
• Comfortable in a ticketing tool (Pylon, Zendesk, Intercom, or similar)
• Calm under pressure and genuinely empathetic — some of our customers are stressed attorneys or paralegals with a deadline
• Detail-oriented enough to catch when something's "off" in a case file, and confident enough to flag it rather than let it slide
• Comfortable with ambiguity — this is a generalist role at a growing company, and the job will shift as we learn what needs coverage

Nice To Haves

• Exposure to HIPAA or other regulated-data environments
• Familiarity with personal injury law, legal workflows, or medical record retrieval specifically — a head start here shortens ramp time meaningfully, since RR casework is the harder half of the job to train.

Responsibilities

• Own inbound ticket triage — first response and severity classification on every ticket that comes in through Pylon
• Resolve Tier 1 issues — how-to questions, workflow guidance, general product questions — directly and quickly
• Work Record Retrieval cases to resolution — when an RR case lands in your queue, you own it: chasing down the record, correcting an error, re-running a request — the same standard our RR specialists work to. This isn't a "notice it, hand it off" role; if it's fixable by someone at your level, you fix it
• Escalate only what genuinely needs it — a Tier 2 bug, data issue, or account anomaly still gets packaged up with enough detail that the team can act on it without a back-and-forth. The bar is "I can't fix this myself," not "I noticed this"
• Hit SLA targets — response time and resolution time, tracked and reported weekly
• Handle billing and payment questions at first touch — invoice questions, failed charges, subscription changes — looping in Revenue Ops when it goes beyond a simple answer
• Treat every case file with real discretion — you'll regularly be looking at tickets that reference real people's medical records and case details; minimum-necessary access and careful handling aren't optional here
• Spot patterns — if three customers hit the same snag in a week, that's a feature request or a documentation gap, and we want you flagging it, not just closing tickets

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed