Customer Support Representative, Blue J Legal
CA$50-52k
+ Stock options
More information about location
Machine learning-powered tax & legal analysis
Job no longer available
Machine learning-powered tax & legal analysis
21-100 employees
Job no longer available
CA$50-52k
+ Stock options
More information about location
21-100 employees
Company mission
To bring absolute clarity to the law, everywhere and on-demand.
Role
Who you are
- We’re looking for somebody just starting out in their career who is interested in helping people solve problems and providing excellent service through their work
- Prioritization and organization will be just as essential as the desire to delight the customer with great outcome
- We’re looking for somebody who is enthusiastic, organized, and scrappy, and who is excited about making a big impact at the early stages of Blue J’s growth
- Exceptional presentation, written and verbal communication skills
- Client or customer facing experience. If you’ve worked in SaaS, that’s great, but we also love seeing people who can use transferable skills developed in hospitality and retail!
- Demonstrated ability/potential to be organized across a wide range of tasks of varying priority
- Demonstrated ability to work well in a closely-knit team
- Strong organizational, analytical, and Project Management skills
- You're naturally team-oriented and thrive in collaborative environments
- Bachelor’s degree or equivalent experience. Candidates with an essay-based Arts degree tend to thrive in this role (Philosophy, Political Science, Women’s Studies, etc…), but we’re open to people with various backgrounds
What the job involves
- To help drive exciting expansion and significant growth, we are looking for a Customer Support Representative to support our customers all across North America
- We're looking for somebody based in Ontario to work 12pm-8pm EST, Monday to Friday
- Working with our Customer Success Team, and our Revenue team more broadly, the Customer Support Representative (CSR) will be a main point of contact for our customers as they learn to use Blue J
- The CSR will be responsible for responding to a wide array of customer inquiries and issues in a timely and professional manner, as well as taking on certain customer meetings, including onboarding and training sessions for customer accounts of all sizes
- You’ll have the opportunity both to learn from our existing team and processes, and continue to optimize how we deliver great results for customers
- You’ll own your work and role with a great deal of individual input
- Reporting to our VP of Customer Success, you will be accountable for delivering resolutions to support requests within a defined time frame based on account priority, and will begin to own a book of business for revenue retention
- You’ll develop skills in customer interactions and account management, and you will have the opportunity to grow within the company as we scale the expansion of Blue J
- You’ll be joining a high-achieving Customer Success team and working collaboratively with our Revenue and Product teams
- Blue J is a team of values-driven people working together towards something we all deeply care about. You’ll have the chance to work with an incredible, friendly, and fun team, and advance your career as you collaborate with us as a key player in driving the growth in what promises to be a very exciting 2025!
- We’ll work closely with you during your onboarding to support you as you quickly ramp up on our processes and our market. By the end of onboarding you will have:
- Developed a deep understanding of how Blue J delivers and adds value to our customers
- Completed training on our various support functions - setting up accounts, preparing usage reports, triaging and responding to certain customer feedback, etc..
- Completed training on our customer success processes and priorities for the team - understanding how you can best contribute
- Shadowed a series of customer conversations to begin working up to having certain live customer interactions
- Triaging customer support inquiries by Service Tiers and urgency
- Optimizing support functions to improve efficiency and customer experience
- Responding in a timely manner to customer inquiries with effective language and framing
- Training customers on how to use Blue J platforms, ensuring delivery of value to the customer portfolio
- Organizing your work in a reportable way, so we can identify accounts with high support need and better understand ways to implement product improvements
- Working closely with the customer success team to identify red flags and opportunities for growth within their accounts, based on your support-based interactions
- Becoming a product expert and addressing customer inquiries
Application process
- We anticipate a high volume of applications for this role and are excited to expand our team
- Each application will be personally reviewed, and we'll get back to you as soon as possible
- Step 1: Chat with Lavita, our Talent Acquisition Manager
- Step 2: Meet Mat and Rohaan, our VP Customer Success and Senior Customer Success Manager
- Step 3: Wrap up with Ben, our CEO
Our take
Blue J Legal’s AI powered platform was created by a team of law professors and data scientists with the aim of helping fellow legal professionals gain a better understanding of individual cases, more quickly than if they researched an entire case themselves.
Having initially focused solely on legal cases, Blue J also now applies its predictive AI software to tax law – a tool which has become popular amongst tax attorneys and accountants, not just for its speed but for its junior-training applications.
While there’s been huge growth in the use of AI in the legal industry, its outcomes have not been without flaw. Blue J claims 90% accuracy for its predictive software; however, there have been some cases documented across the whole industry where AI was biased against minority demographics.
The key thing for Blue J Legal moving forward is the accuracy of its software. If the company can maintain the very highest standards and maintain its AI’s integrity, it could become not just financially successful, but socially impactful.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-24% employee growth in 12 months
Company
Company benefits
- Comprehensive health benefits
- Education budget for continued learning
- Generous paid time off
- Parental leave
- Social events
- Team-centric environment
- Employee stock options
- Healthy work-life balance
Company HQ
CityPlace, Toronto, ON
Leadership
Benjamin Alarie
(Co-Founder & CEO)Osler Chair in Business Law, Full Professor, tenured faculty member, and former Associate Dean (2011-2015) at the law school at the University of Toronto.
Brett Janssen
(Co-Founder & CTO)Former Senior IT Architect at Odecee and The Marlo Group, former SOA Solution Architect at IBM.
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