Customer Support Specialist I

Customer Support Specialist I

New York, New York, United States

Everlaw is looking for a highly motivated Customer Support Specialist to join our Customer Support team! As a Customer Support Specialist, you'll greatly impact the day-to-day experience of our clients. You'll be the first line of contact for our customers using your respect for users to ensure that all clients are successful and delighted by their Everlaw experience. You'll be responsible for answering client questions, teaching product functionality and troubleshooting technical issues via phone and email. Your work will matter-- the exceptional service you provide directly impacts the success of the legal teams at law firms, corporations, government agencies, and nonprofit organizations who collaborate on our platform every day to discover truth and promote justice.

Everlaw's Customer Experience team leads all aspects of the post-sale client experience, including onboarding, technical support, data migrations, user education, and ongoing account management. We are a diverse group that thrives on collaborating with every team across Everlaw to deliver an amazing experience to our customers.

At Everlaw, our mission is to promote justice by illuminating truth. Our company culture is open and vibrant and we're committed to the professional growth of our team members, offering an annual learning and development stipend and regular check-ins with managers regarding career goals. If you're looking for a place that values passion, integrity, thinking big, and a desire to learn, we'd love to hear from you! Think you're missing some of the skills and are hesitant to apply? We do not believe in the 'perfect' candidate and encourage you to apply if you feel you can bring value to our team.

This is a full-time non-exempt position based in our New York City office with a hybrid work schedule: in office M/W/Th with the option to work from home Tu/Fri. This position requires working Monday to Friday from 9:00am - 6:00pm EST.

Getting Started...

• We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals.
• We're excited for you to learn, grow, and contribute right away! We trust that you'll bring experience and knowledge that will uplift and uplevel the team, but we don't expect you to know everything on Day 1.

In Your Role, You'll...

• Become product certified! You'll begin by completing training modules to get up and running on the ins and outs of the Everlaw platform
• Start your journey on the support queue, providing world-class customer support
• Use your egoless communication and collaborate with your teammates to solve complex client tickets and improve the customer experience
• Participate in quarterly performance and development objectives meetings with your direct manager to build development goals and pathways
• Become a subject matter expert in certain areas of the product and continue to deepen your knowledge of the platform overall
• Develop a strong relationship with the Product and Engineering teams to drive product improvements

About You

• You have a passion for technology and helping others to understand and use it.
• You have exceptional verbal and written communication skills that show enthusiasm, energy, and empathy.
• You are incredibly organized, process-driven, and capable of anticipating and mitigating friction points in a fast-paced environment.
• You are a thoughtful collaborator, partnering cross-functionally to drive a streamlined customer experience.
• You are a quick, eager, and proactive learner, and take initiative to promptly resolve and learn from challenges.
• You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions.

Pluses

• You have experience in Ediscovery, but this is not required
• You have experience working in Customer Support, ideally at a software or legal technology company, but this is not required
• You have experience using Customer Relationship Management tools such as Zendesk and/or Salesforce, but this is not required
• You are comfortable using Google Applications, such as GMail, Google Calendar and Google Docs

Benefits

• The expected hourly rate range for this role is between $32.70 and $41.35 per hour. The final offered hourly rate will be dependent upon many factors including the candidate's experience and skills. The base pay range is subject to change in the future.
• Equity program
• 401(k) retirement plan with company matching
• Health, dental, and vision
• Flexible Spending Accounts for health and dependent care expenses
• Paid parental leave and approximately 10 days (80 hours) per year of sick leave
• Seventeen paid vacation days plus 11 federal holidays
• Membership to Modern Health to help employees prioritize mental health and wellness
• Annual allocation for Learning & Development opportunities and applicable professional membership dues
• Company-sponsored life and disability insurance
• Find out more about our Benefits and Perks

Perks

• Work in our midtown New York City office
• Flexible work-from-home days on Tuesdays and Fridays
• Monthly home internet reimbursement
• Enjoy a wide variety of snacks and beverages in the office
• Bond over company-wide out-of-the-box events and fun activities with your team
• Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
• Take advantage of learning and career development opportunities
• Ranked #9 on Glassdoor's Best Places to Work 2023 for US small and medium companies
• One of Wealthfront's 2021 Career Launching Companies, and ranked #2 on the "2022 Bay Area Best Places to Work" list by the San Francisco Business Times and the Silicon Valley Business Journal
• One of Fast Company's World's Most Innovative Companies for 2022 and proud contributor of free ediscovery resources to benefit the greater good through "Everlaw for Good"
• #LI-KV1
• #LI-Hybrid

Pursue Truth While Finding Yours At Everlaw, we are deeply invested in pursuing the truth, for our clients and for our employees. We know that when you're empowered to pursue your passions, it is reflected in the work.

That's why we're committed to the professional growth of all our team members, offering an annual learning and development stipend and regular career check-ins with managers. If you're looking for a place that values passion, integrity, and a desire to learn, we'd love to hear from you! About Everlaw We help law firms, government agencies, and corporations sift through millions of documents of evidence in big lawsuits and investigations to find the proverbial smoking gun (or needle in the haystack -- pick your metaphor). It's a multi-billion dollar space typically dominated by service-oriented vendors, and we're coming at it with cutting-edge technology and elegant design. It's working, and we've been growing very rapidly: we host hundreds of terabytes of data and work with all 50 state Attorneys General and hundreds of law firms on some of the most high-profile cases litigated today. Everlaw is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We respect the gender, gender identity and gender expression of our applicants and employees, and we honor requests for pronouns. It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity, including the California Equal Pay Act. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We collect and process the personal information you provided along with your job application in accordance with our Applicants Privacy Notice and Notice at Collection. When preparing