Lead Technical Support Analyst - Remote

Overview

EvenUp is one of the fastest-growing generative AI startups in history, on a mission to level the playing field for personal injury victims, which range from motor vehicle accidents to child abuse cases. Our products empower law firms to secure faster settlements, higher payouts, and better outcomes for those who need it most.

In Short

• Provide mentorship to technical support analysts, providing daily oversight, performance coaching, and professional development.
• Triage, prioritize, and resolve escalated customer issues, ensuring timely and effective resolutions.
• Collaborate with cross-functional teams (Product, Engineering, Legal Ops) to relay customer feedback and assist in identifying and resolving systemic issues.
• Develop and refine support processes to improve efficiency, consistency, and scalability.
• Create and maintain internal documentation, FAQs, and knowledge base articles to support both internal staff and end users.
• Track support metrics and team performance, using data to inform decision-making and process improvements.
• Support onboarding and training of new analysts and assist in hiring as the team grows.
• Champion a culture of empathy, accountability, and continuous improvement within the support organization.

Requirements

• Secondary education in a relevant field (e.g., Information Technology, Business, Legal Studies, or equivalent experience).
• 3+ years of experience working in a customer support function preferably in a SaaS environment.
• Strong technical troubleshooting skills and a customer-first mindset.
• Proven ability to build and optimize support workflows and documentation systems.
• Excellent verbal and written communication skills, with an ability to translate technical language into user-friendly terms.
• Experience using support platforms such as Zendesk, Intercom, Freshdesk, or similar.
• Familiarity with legal software, legal operations, or legal tech is a plus.

Benefits

• Choice of medical, dental, and vision insurance plans for you and your family
• Flexible paid time off
• 10 US observed holidays, and Canadian statutory holidays by province
• A home office stipend
• 401(k) for US-based employees
• Paid parental leave
• Sabbatical program
• A meet-up program to get together in person with colleagues in your area
• Offices in San Francisco and Toronto