Customer Support Specialist Job at Everlaw (Washington, DC)

Customer Support Specialist

Everlaw

Location:
United States , Washington, DC

Category:
Customer Service

Contract Type:
Not provided

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 Federal Customer Support team! As a Customer Support Specialist on our Federal team, 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
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

Requirements:

At least 2 years of customer service experience in customer support or in a similar customer-facing role
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 take 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 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
Work in our downtown Washington D.C. 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

Additional Information:

Job Posted:
January 20, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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