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Everlaw Logo Everlaw · Customer Service

Customer Support Specialist I

United States, New York City Employment contract 32.70 - 41.35 USD / Hour · Job Posted May 16, 2026
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Job Description

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.

Job Responsibility

  • Become product certified by completing training modules
  • Start journey on the support queue, providing world-class customer support
  • Use egoless communication to collaborate with teammates to solve complex client tickets and improve the customer experience
  • Participate in quarterly performance and development objectives meetings with direct manager
  • Become a subject matter expert in certain areas of the product
  • Develop a strong relationship with the Product and Engineering teams to drive product improvements

Requirements

  • Passion for technology and helping others to understand and use it
  • Exceptional verbal and written communication skills that show enthusiasm, energy, and empathy
  • Incredibly organized, process-driven, and capable of anticipating and mitigating friction points in a fast-paced environment
  • Thoughtful collaborator, partnering cross-functionally to drive a streamlined customer experience
  • Quick, eager, and proactive learner, and takes initiative to promptly resolve and learn from challenges
  • Authorized to work in the United States

Nice to have

  • Experience in Ediscovery
  • Experience working in Customer Support, ideally at a software or legal technology company
  • Experience using Customer Relationship Management tools such as Zendesk and/or Salesforce
  • Comfortable using Google Applications, such as GMail, Google Calendar and Google Docs

What we offer

  • 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
  • Approximately 10 days (80 hours) per year of sick leave
  • Seventeen paid vacation days
  • 11 federal holidays
  • Membership to Modern Health for mental health and wellness
  • Annual allocation for Learning & Development opportunities and applicable professional membership dues
  • Company-sponsored life and disability insurance
  • Monthly home internet reimbursement
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