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About the role
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<p><strong>What is the role? </strong></p>
<p>We have a reputation for excellent customer service. As a 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.</p>
<p><strong>In this role, you will:</strong></p>
<ul>
<li>Support existing customers via chat, email, and phone</li>
<li>Diagnose and troubleshoot client issues</li>
<li>Onboard new customers with training calls and check-ins</li>
<li>Continuously acquire expertise in MerusCase features</li>
<li>Write and update help center materials</li>
<li>Improve client retention</li>
<li>Work with various stakeholders to help them understand evolving client needs</li>
<li>Other duties as assigned</li>
</ul>
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<p><strong>Qualifications:</strong></p>
<ul>
<li>1-2 years of customer support experience</li>
<li>SaaS experience preferred</li>
<li>Strong initiative and creative problem solving</li>
<li>Strong communication skills and introspection to understand customer needs</li>
<li>Able to work well with a team and independently</li>
<li>Excellent conflict management skills</li>
<li>Experience in the legal or consulting industry advantageous</li>
</ul>
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<p><strong>Who is the ideal candidate?</strong></p>
<ul>
<li>You are a problem-solver and a go-getter who isn't afraid to dive into projects and get your hands dirty</li>
<li>You articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time</li>
<li>Ability to engage, influence, and inspire stakeholders to drive collaboration and alignment</li>
<li>Excellent with user-experience design principles and data analytics</li>
</ul>
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<p><strong>Benefits/Perks:</strong></p>
<ul>
<li>Competitive salary</li>
<li>Paid vacation + sick and parental leave</li>
<li>Remote working flexibility</li>
<li>Company culture that encourages work / life balance</li>
<li>100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants</li>
</ul>
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Perks & benefits
- 401k
- Vision Insurance
- Paid Time Off
- Pension Matching
- Equity Compensation
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