As a Customer Support Specialist at LollyLaw, you'll assist customers via email and phone, diagnose issues, onboard new clients, and update help materials.
What is the role?
As an entry-level LollyLaw Customer Support Specialist, you will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with LollyLaw. Proactive, energetic, and self-driven, you will strive to understand our customers within the legal tech industry and work to be a trusted partner so that firms love and grow with LollyLaw. LollyLaw is a proud part of Paradigm, the leading provider of legal practice software solutions that help lawyers manage, automate and grow their firms.
In this role, you will:
- Support existing customers via email and phone
- Diagnose & troubleshoot client issues
- Onboard new customers with training calls and check-ins
- Continuously acquire expertise in LollyLaw features
- Write and update help center materials
- Improve client retention
- Work with various stakeholders to help them understand evolving client needs
- Other duties as assigned
Qualifications
- 0-2 years of customer support experience
- SaaS experience preferred
- Experience in a law firm highly preferred
- Strong initiative and creative problem solving
- Strong communication skills and introspection to understand customer needs
- Able to work well with a team and independently
- Excellent conflict management skills
- Experience in the legal or consulting industry advantageous
Who is the ideal candidate?
- You are a problem-solver and a go-getter who isn’t afraid to dive into projects and get your hands dirty
- You articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time
- Ability to engage, influence and inspire stakeholders to drive collaboration and alignment.
- Excellent with user-experience design principles and data analytics
Benefits/Perks
- Competitive salary
- Paid vacation + sick and parental leave
- Remote working flexibility
- Budget for home office improvements
- Company culture that encourages work / life balance
- 100% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
- Bi-annual company retreats and many other fun activities to bring our team together (physically or virtually) as often as possible!
Top Skills
Data Analytics
Legal Practice Software
SaaS
User-Experience Design Principles
Similar Jobs
Legal Tech • Software
As a Customer Support Specialist, you will provide support to legal tech clients, troubleshoot issues, onboard new customers, and improve retention.
Top Skills:
Data AnalyticsHelp Center DocumentationLegal Practice Management SoftwareSaaSUser-Experience Design Principles
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
This role involves leading a Support Account Management Team, enhancing customer support experiences, and mentoring team members using AI and data analytics for improved strategies and performance.
Top Skills:
Ai-Enhanced TechnologyCloud-Based Computing
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
The Associate Customer Success Manager drives customer interactions, manages the Customer Impact Plan, oversees delivery, and enhances customer satisfaction through defined metrics and deliverables.
Top Skills:
AIAnalyticsSaaS
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
