Customer Support Associate, United Kingdom

Customer Support Associate, United Kingdom Laurel is on a mission to return time. As the leading AI Time platform for professional services firms, we’re transforming how organizations capture, analyze, and optimize their most valuable resource: time. Our proprietary machine learning technology automates work time capture and connects time data to business outcomes, enabling firms to increase profitability, improve client delivery, and make data-driven strategic decisions. We serve many of the world's largest accounting and law firms, including EY, Aprio, Crowell & Moring, and Frost Brown Todd, and process over 1 billion work activities annually that have never been collected and aggregated before Laurel’s AI Time platform. Our team comprises top talent in AI, product development, and engineering—innovative, humble, and forward-thinking professionals committed to redefining productivity in the knowledge economy. We're building solutions that empower workers to deliver twice the value in half the time, giving people more time to be creative and impactful. If you're passionate about transforming how people work and building a lasting company that explores the essence of time itself, we'd love to meet you. About the Customer Support Associate role The Customer Support Associate will play a critical role in supporting Laurel’s U.K. and U.S. East Coast-based users. This person will deliver a superior experience to these users by helping them work through technical issues, learn how to use our product, and escalate their feedback to our internal team. The ideal candidate has tech startup support experience, takes an extreme ownership mindset, and is excited to spend the bulk of their time working on the front lines with Laurel’s users. Core duties - Becoming an expert on the Laurel product. - Responding to and resolving inbound customer support inquiries in a timely, professional, and authoritative manner during U.K. core business hours (9am-5pm GMT). This includes: - Doing first-line technical troubleshooting and problem-solving to resolve basic customer issues. - Thoroughly documenting technical problems that users are encountering, and escalating them internally as-needed. - Educating customers about our product. - Independently staying up-to-date on product changes. - Thoroughly understanding customers’ needs and preferences, and articulate these internally on an as-needed basis. - Contributing to strategic projects in Customer Support on an as-needed basis, including Help Center articles, internal documentation, and customer education initiatives. You will thrive in this role if you - Are able to cover U.K. business hours (9am-5pm GMT), and are willing and able to travel to meet customers in-person on an as-needed basis. - Have 3-5 years of experience providing customer support in a software environment. - Have superior written communication skills – you are an excellent “explainer.” - Have superior problem-solving skills. - Have a proven track record of driving high customer satisfaction. - Have a proven track record of working efficiently and setting appropriate priorities independently. - Have a proven track record of building strong working relationships with colleagues in a remote environment. - Are comfortable in a low-context, fast-moving environment. - Are a self-starter who requires minimal supervision. Your direct manager will be working East Coast hours in the U.S., so you will be without direct supervision for ~50% of your workday. - Are excited to remain an individual contributor for the foreseeable future. Flexibility and logistics - Location: This team member must be located in the United Kingdom, and be willing to eventually work hybrid 3 days per week from an office in London. We may consider exceptionally qualified remote candidates based in the United Kingdom on a case-by-case basis who are willing to travel to London periodically for in-person meetings with customers and team members ... (truncated, view full listing at source)