Client Support Specialist w/ experience in Legal Industry (ENG)
We’re looking for a Client Support Specialist with a strong foundation in the legal industry— with experience in personal injury cases, demand letter writing—who is also comfortable with technology and passionate about helping others. This role sits at the intersection of client advocacy, technical support, and legal insight. You’ll be the go-to person for lawyers and legal staff navigating our platform, helping them get the most out of Practice AI’s tools in their day-to-day work.
You’ll handle support requests, onboard new clients, troubleshoot issues, and act as a trusted resource for both our clients and internal team. Your legal understanding and tech-savviness will ensure that our support experience is both efficient and contextually relevant
Key Responsibilities:
- Client Support & Ticket Management
- Respond to client inquiries via email, chat, phone, and ticketing systems with empathy, speed, and accuracy.
- Troubleshoot product and usability issues, escalating to internal teams when necessary.
- Document client interactions and technical solutions in our CRM (SalesMate).
- Monitor support queues and ensure we meet service-level targets.
- Onboarding & Client Training
- Guide legal professionals through our onboarding process with a focus on helping them understand how to integrate Practice AI into their workflows.
- Lead live walkthroughs via Zoom or Google Meet, especially around features like AI-powered demand letters and case summaries.
- Create and share training resources, including guides, screen recordings, and FAQs
- Legal-Focused Client Education
- Engage proactively with clients to ensure adoption of key legal tools in the platform.
- Share best practices for writing effective demand letters using AI, and advise clients on how to apply tech solutions to common legal tasks.
- Identify underutilized accounts and offer personalized support to boost engagement.
- Feedback & Collaboration
- Gather and summarize client feedback and recurring questions for the Product team.
- Test, document, and report bugs or usability concerns.
- Help maintain a clear feedback loop between the client support desk and internal teams.
- Cross-Team Collaboration
- Work closely with the Operations, Product, and Legal Strategy teams to relay insights from users.
- Contribute to our internal and client-facing knowledge base with relevant legal and technical content.
- 1–3 years of experience in a client support or success role, preferably in a legal tech or SaaS environment.
- Background in a legal setting (e.g., paralegal, legal assistant, claims analyst, or similar), ideally with exposure to demand writing or litigation support.
- Excellent written and verbal communication skills; able to explain technical concepts to legal professionals in plain language.
- Strong troubleshooting skills and comfort navigating digital tools.
- Familiarity with support platforms (e.g., Zendesk, Freshdesk, Intercom) and CRM tools (e.g., SalesMate, HubSpot, Salesforce).
- Proficient with video conferencing tools for client interaction (Zoom, Google Meet).
- Highly organized and able to manage multiple priorities.
- Willingness to work in US time zones (PST, EST, CST).
- High school diploma or equivalent.
Nice to Have:
- Hands-on experience writing or reviewing legal demand letters.
- Familiarity with legal workflows and tools like client intake platforms, case management systems, or document automation.
- Experience creating help center articles or support documentation.
- A genuine interest in AI and how it can reshape legal practice.
System and Work Setup Requirements:
- A stable and high-speed internet connection preferably 25 MBPS or higher with backup in cases of power interruption or service provider issues.
- Own PC/laptop with 8GB RAM, and a processor of Core i5 / AMD Ryzen 3 / 2013 Mac equivalent or higher; Windows 10 or above / Catalina 10.15 or newer; with up-to-date web browsers, and security software, 500GB/128 SSD storage
- Headset/earphone with noise cancellation and webcam at 720p or higher resolution
- A designated, quiet, and well-organized workspace free from distractions to facilitate focused work
- Permanent remote work setup
- Competitive starting rate paid in USD
- Paid US holidays
- Paid Vacation and Sick Leaves
Average salary estimate
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