Customer Support Agent (Night Shift)

About Our Client

This organization operates in the legal technology sector, focusing on transforming how web content is utilized as evidence in legal proceedings. It addresses the challenge of capturing and preserving online evidence in a way that is admissible in court, serving law firms, litigation support teams, and in-house legal departments. The company operates fully remotely across the U.S., providing critical technology solutions for clients handling case-sensitive work.

About the Opportunity

The Customer Support Specialist plays a crucial role in delivering exceptional client service by ensuring users understand and feel supported throughout their interactions. This position is responsible for being the primary contact for clients needing assistance, handling inquiries with care and clarity, and ensuring issues are resolved effectively. The role contributes directly to client satisfaction and trust by managing communication and follow-up in urgent and complex situations.

Responsibilities

• Respond promptly and professionally to incoming client inquiries across email, live chat, and phone channels with clarity and empathy
• Troubleshoot technical and user issues effectively, guiding clients through platform solutions with clear, step-by-step instructions
• Investigate, reproduce, and isolate reported platform issues to determine root causes prior to engineering escalation
• Document and escalate complex technical or product bugs with comprehensive, clear, and accurate diagnostic information
• Manage, organize, and prioritize incoming support queues independently to meet or exceed target response and resolution timelines
• Handle high-stakes, escalated situations professionally while actively monitoring and managing the dedicated client emergency line
• Identify, analyze, and track recurring issue patterns to provide data-driven feedback for product and client experience improvements
• Lead interactive customer onboarding and client training sessions as business operational needs require
• Collaborate seamlessly with cross-functional product, engineering, and operations teams to resolve complex, multi-layered client issues

Requirements

• Minimum of one (1) year of professional experience operating within customer support, client services, or technical support desk environments
• Excellent written and verbal communication skills with a proven track record of explaining technical concepts clearly
• Strong technical troubleshooting capabilities paired with a proactive, structured approach to real-time problem-solving
• Demonstrated ability to quickly learn, master, and adapt to proprietary software tools, APIs, and digital workflows
• Comfortable managing multiple customer requests concurrently and dynamically reprioritizing tasks under pressure
• Strict operational schedule availability: Must be able to work 8:00 AM to 5:00 PM PST, Monday through Friday (Note: Initial training requires alignment with 9:00 AM to 6:00 PM ET operational hours)

Preferred Qualifications

• Prior professional experience working within the legal tech, law firm administration, or e-discovery industries
• Hands-on familiarity navigating HubSpot CRM, ZenDesk, or highly comparable ticketing and support frameworks
• Previous experience supporting business clients within a high-touch, fast-paced B2B SaaS environment

Pay Range and Compensation Package

Target baseline salary framework: $45,000.00 to $55,000.00 USD annually
Final salary placement within this tier is calibrated dynamically based on the candidate's technical support depth, industry background, and interview evaluation
Compensation package features a modest, performance-based variable incentive component

Benefits & Perks

• 100% remote work infrastructure balanced with two (2) to three (3) curated, in-person team collaboration meetings per year
• Flexible Paid Time Off (PTO) policy, unlimited sick day allocations, and fully paid parental leave options for both parents
• Comprehensive medical, dental, and vision healthcare insurance options
• Secure 401(k) retirement savings plan featuring employer matching contributions

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.