Remote Policy Support Specialist (SaaS)

Title: Customer Support Specialist - Policy Department: Customer Support Posting Location: Remote About Lexipol At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift. Working at Lexipol means making a difference – day in and day out. The Work: The Customer Support team provides responsive support to first responder clients via phone, email, and chat. We troubleshoot technical issues, document and categorize support tickets, and monitor feedback and trends for cross-departmental collaboration. Lexipol is looking for a Policy Customer Support Specialist that will be responsible for responding to and resolving technical and administrative inquiries on behalf of our customers. The Policy Customer Support Specialist will also take ownership of software incident management. You will be provided with training to learn our LexOne Policy Solutions. The Customer Support Specialist will be a subject matter expert for our Policy solutions. You will be responsible for troubleshooting and bug triage for the Policy platform from verification and replication through the submission of tickets through our Jira project management system. As a career growth opportunity, you will also be trained on all of our other solutions later in the year. Key Performance Objectives: Customer facing technical support (85%) Resolution of phone & non-phone cases Troubleshooting customer inquiries Communication of ticket resolution to customers Administrative Duties (10%) Documentation of customer contacts within Salesforce Monitoring of individual metrics: cases closed daily & weekly, Customer Satisfaction scores, average handle time, first call resolution, ticket duration, cases Cross-departmental Collaboration (5%) Monitoring Jira ticket status Communicating with our Customer Solutions team Assisting internal users with products knowledge and troubleshooting Primary Duties And Responsibilities: Manage large amounts of inbound and outbound calls in a timely manner Take appropriate steps to bring any open support cases to resolution in a timely manner Help customers troubleshoot issues they encounter while using the platform and provide tips to resolve the problem Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps. Keep records of all conversations and resolved cases in our call CRM system in a comprehensible way Frequently attend Product Update calls to improve knowledge and performance level Improve platform performance by identifying problems & recommending changes Required Qualifications: 2 years of experience in software or SaaS technical support or a related customer support field Minimum of one year of Salesforce experience Professional verbal and written communication skills Ability to provide superior customer service Desire to grow within the company Work well in a team environment GED/High School Diploma Good job stability Preferred Experience: Experience with a content management platform: you have provided customer support for a content management platform. First responder experience or background working with first responders or working in the first responder software industry is a definite plus Target Outcomes/Success Metrics: Improve customer experience 10-20 customer issues resolved on a daily basis Maintain an exceptional customer satisfaction (CSAT) score Minimize average handle time Maximize first call resolution percentage Employee Value Proposition: Lexipol is committed to staff growth and development and is looking to scale the impact of our work on the audience, as well as the company. Collaborative team effort in which we support and assist each other. Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc. A collaborative and mission-driven work environment. Opportunity to be a change agent in a continually evolving company. The Environment: Our team is highly productive and works with urgency every day to serve the needs of public safety professionals. Individuals who seek out additional responsibilities and have an action-oriented mindset thrive on this team. We celebrate successful collaborations, give praise publicly and frequently, want to learn from one another and are dedicated to each member of the team maximizing their potential. Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time. Compensation And Benefits: Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan. This role pays $24/hour which is equivalent to $49,920 per year plus 4% bonus. About Lexipol Lexipol is the leader in advancing total readiness for public safety agencies, helping leaders reduce risk, ease administrative burdens, and strengthen community trust. Trusted by more than 12,000 agencies nationwide, Lexipol delivers a unified platform that integrates policy, training, wellness, and reporting to simplify operations and support data-informed decisions. By equipping leaders and teams with the tools, insights, and support they need, Lexipol makes readiness possible—today and for whatever comes next. Learn more at Lexipol Is an Equal Opportunity Employer (EOE) Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training. #J-18808-Ljbffr Lexipol