Customer Support Specialist I Job at Everlaw (New York City)

Customer Support Specialist I

Everlaw

Location:
United States , New York City

Category:
Customer Service

Contract Type:
Employment contract

Salary:

32.70 - 41.35 USD / Hour

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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

Additional Information:

Job Posted:
May 16, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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