Customer Support Executive (US-Legal Tech) - Remote

Overview

The Customer Support Executive will provide support to U.S. law firms using an AI tool, ProVision, while working fully remote and aligning with various time zones.

In Short

• Fully remote position with flexible hours.
• Respond to inbound Zendesk tickets and live chat inquiries.
• Troubleshoot basic platform issues for law firm clients.
• Design and implement SOPs for customer support workflows.
• Participate in QA/bug testing for product iterations.
• Assist with administrative tasks related to support coordination.
• Learn platform functionality and internal guidebook.
• Align communication style for high-end legal clients.
• Track KPIs for support performance improvement.
• Start live coverage by the end of the first week.

Requirements

• Experience in customer support, preferably in a tech environment.
• Strong communication and troubleshooting skills.
• Ability to work flexible hours aligned with U.S. and Asia time zones.
• Familiarity with Zendesk or similar support platforms.
• Detail-oriented with strong organizational skills.
• Experience in legal technology is a plus.
• Ability to adapt to a collaborative and fast-paced environment.
• Willingness to learn and improve support processes.
• Strong problem-solving abilities.
• Ability to handle multiple tasks efficiently.

Benefits

• Retention bonuses at 3, 6, 9, and 12 months.
• Community-driven benefits such as an annual retreat.
• Opportunity to work with top-tier clients in the legal field.
• Collaborative and mission-driven work environment.
• Long-term career growth opportunities.