Product Support Specialist
Cooley AI is the wholly‑owned subsidiary of Cooley LLP, the frontier development arm of the leading technology law firm in the world. Its mission is to bring best‑in‑class technology practices into the legal domain to help lead the firm and the legal industry into the AI era. All employees of Cooley AI are employees of Cooley and are seconded to Cooley AI.
About the role
The Product Support Specialist will perform first‑level support and product management functions for online service offerings. The role works directly with the firm’s practitioners across offices and practice areas, members of the Practice Engineering team, and collaborates with other technical teams. The department embraces a culture of customer service excellence and expects all members to advance that agenda.
Responsibilities
- Track and manage internal and third‑party application development or systems infrastructure change requests, including the related budgeting process.
- Interact with outside developers, clients, and their teams of attorneys, business professionals, and Practice Engineering members to answer platform‑related questions.
- Assist in onboarding and provide ongoing support with other team members to efficiently solve users’ issues.
- Understand user pain points, clearly communicate concerns internally, and help influence product decisions that improve the user experience.
- Help develop and implement a customer success plan at scale, including knowledge, training, marketing, and customer‑success tactics.
- Create and maintain project planning documentation: business end‑user requirements, user and administrative workflows, key performance indicators, and quality‑assurance procedures.
- Assist with coordination of training, support, documentation, and resource material for processes and systems.
- Perform all other duties as assigned or required.
Requirements
- Proficiency in Microsoft Office, iManage, and other firm applications after orientation.
- Ability to work extended and/or weekend hours and travel as required.
- 4+ years of direct experience supporting online services (troubleshooting, feedback capture, informing product development). Senior candidates with 5+ years considered.
- Experience delivering product presentations and demonstrations to small groups (1‑5 people).
- Experience managing software development projects, especially issue and new‑feature tracking with internal and third‑party engineers.
- Bachelor’s degree (preferred).
- Familiarity with collaboration tools such as Microsoft Teams, Intercom (or similar ticketing systems), kanban boards, and wiki tools.
- Understanding of project‑management processes related to application development.
- Awareness of web technologies (HTML, CSS, Python).
- Experience in a legal‑services environment, preferably in an AMLaw 200 firm or in‑house legal department with >50 attorneys.
- Competencies: entrepreneurial mindset, strong judgment, confidentiality, proactive analytical approach, comfort with technology, high organization, excellent time‑management, independent work ethic, strong communication, sharp analytical skills, attention to detail, client‑service orientation, relationship‑management, presentation, collaboration, and compliance with Cooley standards.
Pay
The expected annual pay range for this full‑time position is $93,000 – $135,000, with final offers dependent on geographic location, experience, and skill set. Senior‑level candidates may be eligible for a higher salary range.
Benefits
- Full range of elective benefits: medical, health‑savings account (with applicable medical plan), dental, vision, health and/or dependent‑care flexible spending accounts, pre‑tax commuter benefits, life insurance, AD&D, long‑term care coverage, backup care for children and/or adults, and other parental support benefits.
- Firm‑paid life insurance, AD&D, long‑term disability, short‑term medical benefits.
- 21 days of paid time off (PTO) plus 10 paid holidays each year.
- Generous parental leave and fertility benefits.
- Detailed benefit orientation for new employees.