Customer Support Specialist, Everlaw
$32.70 and $41.35 per hour, plus equity
More information about location
3+ days a week in office
Unified platform for e-discovery and litigation
Be an early applicant
Unified platform for e-discovery and litigation
201-500 employees
Be an early applicant
$32.70 and $41.35 per hour, plus equity
More information about location
3+ days a week in office
201-500 employees
Company mission
To promote justice by illuminating truth.
Role
Who you are
- You have a passion for technology and helping others to understand and use it
- You have exceptional verbal and written communication skills that show enthusiasm, energy, and empathy
- You are incredibly organized, process-driven, and capable of anticipating and mitigating friction points in a fast-paced environment
- You are a thoughtful collaborator, partnering cross-functionally to drive a streamlined customer experience
- You are a quick, eager, and proactive learner, and take initiative to promptly resolve and learn from challenges
Desirable
- You have experience in eDiscovery, but this is not required
- You have experience working in Customer Support, ideally at a software or legal technology company, but this is not required
- You have experience using Customer Relationship Management tools such as Zendesk and/or Salesforce, but this is not required
- You are comfortable using Google Applications, such as GMail, Google Calendar and Google Docs
What the job involves
- Everlaw is looking for a highly motivated Customer Support Specialist to join our Customer Support team
- As a Customer Support Specialist, you'll greatly impact the day-to-day experience of our clients
- You’ll be the first line of contact for our customers using your Respect for Users to ensure that all clients are successful and delighted by their Everlaw experience
- You’ll be responsible for answering client questions, teaching product functionality, and troubleshooting technical issues via phone and email
- Your work will matter-- the exceptional service you provide directly impacts the success of the legal teams at law firms, corporations, government agencies, and nonprofit organizations who collaborate on our platform every day to discover truth and promote justice
- Everlaw's Customer Experience team leads all aspects of the post-sale client experience, including onboarding, technical support, data migrations, user education, and ongoing account management
- We are a diverse group that thrives on collaborating with every team across Everlaw to deliver an amazing experience to our customers
- This position requires working 9:00 am-6:00 pm EDT
- We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, team structure, and goals
- We’re excited for you to learn, grow, and contribute right away! We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1
- Become product certified! You’ll begin by completing training modules to get up and running on the ins and outs of the Everlaw platform
- Start your journey in the support queue, providing world-class customer support
- Use your egoless communication and collaborate with your teammates to solve complex client tickets and improve the customer experience
- Participate in quarterly performance and development objectives meetings with your direct manager to build development goals and pathways
- Become a subject matter expert in certain areas of the product and continue to deepen your knowledge of the platform overall
- Develop a strong relationship with the Product and Engineering teams to drive product improvements
Our take
Everlaw builds technology to help corporations, law firms and government entities solve the toughest problems in the legal industry. The company's platform includes features to help speed up legal work, freeing up time to be spent on more value-add activities. Everlaw’s clients include 8 of the top 10 class action firms in the US and is used by state attorneys general in every state in the US.
The legaltech space is growing fast. It's a big industry where a lot of money is spent, but it has been largely untouched by technology until recently, leaving a big opportunity. The company expanded to Australia and New Zealand following a partnership with Australian e-discovery provider Adio.
Everlaw has also been testing ChatGPT since it launched as it has accelerated development and integration of of generative AI. The company is also pursuing growth for its Everlaw for Good Program, seen at the 2024 Equal Justice Conference in Detroit, appointing its first program director, enhancing its generative AI offerings, and increasing investment to dismantle barriers to justice for low-income Americans and marginalised communities in need of legal representation.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Nov 2021
$202m
SERIES D
Mar 2020
$62m
SERIES C
Total funding: $298.6m
Company benefits
- Mind & Body - Everlaw cares about the whole person, and that is underscored by our health care plan. Everlaw offers employees and their dependents private health insurance which covers 100% of employee health insurance premiums and 60% of dependent premiums.
- Investing in Your Future - Everlaw believes in building for the long-term – for both our product and our employees. Everlaw enrolls employees in a pension fund upon hire where employees contribute 4% of their salary with a company match of 4%. An additional 1% comes from the UK government in the form of tax relief.
- Family Bonding - Everlaw supports growing families by ensuring employees receive 100% of their salary for up to 10 weeks for family-bonding leave, in addition to 8 weeks of fully paid leave for birthing parents.
- Everlawlidays and More - When you have a group of highly skilled, highly driven truth-finders, it’s important to build in breaks for recharging. Everlaw offers employees 20 days of paid holiday per calendar year in addition to the eight public holidays in England and Wales. Everlaw also recognises four ‘Everlawlidays’ that are designated days off for the whole company. Upon their fourth work anniversary, employees are upgraded to 23 days of holiday and to 27 days on their seventh work anniversary.
- On-Site Lunches and Snacks - Enjoy delicious daily catered lunches and sample the rotating snack and beverage selections in our London office.
- Never Stop Learning - We are committed to Everlawyers’ professional growth and encourage employees to pursue the right learning and development opportunities for wherever they are in their journey. With an annual Learning & Development stipend of £1,600, Everlawyers can attend conferences, obtain certifications, join classes and meet with career coaches.
- Giving Back - We are committed to supporting our local communities so we build in time for you to give back. In addition to time off for company-sponsored volunteer events, employees get four paid hours per quarter to volunteer at any charity recognised by the HMRC.
- Creating Community - Everlaw is filled with empowered, passionate problem solvers who like to have fun. From team dinners to holiday parties, Everlaw hosts optional company-wide bonding events regularly. Additionally, each department is given a monthly budget for activities and events planned by you and your colleagues. Events have included go-karting, escape rooms, trapeze classes and intramural sports.
Company HQ
Downtown, Oakland, CA
Leadership
AJ Shankar
(CEO)Previously a Senior Software Engineer at TheFind (acquired by Facebook).
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