Customer Support Representative, Blue J Legal
CA$60-75k
+ Stock options
More information about location
Machine learning-powered tax & legal analysis
Open for applications
Machine learning-powered tax & legal analysis
21-100 employees
Open for applications
CA$60-75k
+ 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 who is enthusiastic, organized, and scrappy, and who is excited about making a big impact at the early stages of Blue J’s growth
- 0–3 years of experience in customer-facing roles such as customer success, account management, or sales
- 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
- Working hours will be either 8 AM to 4 PM ET or 12 PM to 8 PM ET, Monday through Friday, depending on team needs and candidate preference. Please note that we are prioritizing candidates who are open to the 12 PM to 8 PM ET shift to support broader coverage across the team
- 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
- 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 outcomes
- 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
- 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 needs 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 are excited to meet candidates and are grateful for everyone's interest
- We anticipate a high volume of applicants for this role and are excited to grow our team. A human will review each application and get back to you as soon as possible. We appreciate your patience and look forward to connecting with you!
- Step 1: Chat with Elli, our Talent Acquisition Manager
- Step 2: Connect with Katelyn, Customer Support Manager and Mat, VP of Customer Success
- Step 3: Technical experience and live support scenario discussion with Katelyn (Customer Support Manager) and Mat (VP of Customer Success)
- Step 4: Final wrap-up conversation 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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