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Salary: USD 25 - 30 / hourly
Lawmatics is hiring a Customer Success Specialist to support its growing customer base of law firms using its client intake, CRM, and marketing automation platform. This role combines technical support with customer education and strategic problem-solving.
You will serve as a primary point of contact for customers, going beyond troubleshooting to teach users how to leverage the platform, understand their business goals, and recommend creative solutions tailored to their needs. The platform is complex and constantly evolving, requiring logical thinking, independent work, and creative problem-solving. You'll investigate ambiguous issues, connect dots across systems, and use sound judgment to determine the best path forward.
Key responsibilities include:
- Master the Lawmatics platform through comprehensive training and become a superuser across all features
- Provide customer support via phone, email, and video conferencing with timely, delightful responses
- Educate customers on platform capabilities and best practices, tailoring guidance to their specific workflows and goals
- Investigate complex technical issues, document them clearly, and escalate to Engineering with reproduction steps when needed
- Collaborate with Engineering, Product, and Account Management teams to manage the support queue and reduce churn
- Assist with building help articles, training videos, and new support programs
- Test new features before release to ensure quality
- Host or support live office hour sessions for real-time platform guidance
- Provide guidance on third-party integrations (payment processors, Zapier, etc.)
- Assist with billing, invoicing, and payment processing questions
- Provide product feedback based on customer interactions
- Guide customers through setup and configuration of new features
Schedule: Monday–Friday, 8:00 AM–5:00 PM PT. Hybrid arrangement with Monday–Wednesday in San Diego office and Thursday–Friday remote.
Requirements:
- 1+ years of experience in customer success or service environment, responding to customer requests via phone, email, and in-app messages
- Excellent written and oral communication skills; ability to craft grammatically precise emails and articulate phone presence
- Ability to explain technical concepts in clear, approachable terms for non-technical audiences
- Comfortable learning and navigating a wide range of internal tools and platforms (CRM, billing, ticketing, AI-assisted workflows)
- Curious mindset with keen interest in understanding customer efficiencies and obstacles
- Aptitude for learning new products, processes, and systems
- Sound judgment and confidence to investigate and problem-solve independently
- Strong organizational and time-management skills; ability to set priorities and respond to customers promptly
- Strong technical troubleshooting skills with perseverance and patience
- Out-of-the-box problem-solving and creative thinking to resolve issues and discover workarounds
- Ability to work cross-functionally with Engineering, Product, and Account Management
- Optimistic personality with ability to build strong relationships quickly
- Team player mindset ready to contribute process improvement ideas
- Ability to thrive in fast-paced, collaborative environment and work independently as a self-starter
