Customer Support Specialist (Federal)

<p>Everlaw is looking for a highly motivated Customer Support Specialist to join our Federal Customer Support team! As a Customer Support Specialist on our Federal team, 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. </p> <p>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. </p> <p>At Everlaw, our mission is to promote justice by illuminating truth. Our company culture is open and vibrant and we’re committed to the professional growth of our team members, offering an annual learning and development stipend and regular check-ins with managers regarding career goals. If you’re looking for a place that values passion, integrity, thinking big, and a desire to learn, we’d love to hear from you! Think you’re missing some of the skills and are hesitant to apply? We do not believe in the ‘perfect’ candidate and encourage you to apply if you feel you can bring value to our team. </p> <p>This is a full-time non-exempt position based in our Washington, DC office with a hybrid work schedule: in office M/W/Th with the option to work from home Tu/Fri. <strong>This position requires working Monday to Friday from 9:00am - 6:00pm EST. </strong></p> <p>This role will require a post offer criminal background check and agency suitability clearance. <em>Because this role supports U.S. federal government customers, employment is contingent on successful completion of a post‑offer background check and any required federal agency suitability clearances, and on maintaining those clearances consistent with applicable law and Everlaw’s at‑will employment policy. </em></p> <h3>Getting started</h3> <ul> <li><strong>We want you to feel like part of the team early on!</strong> Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals. </li> <li><strong>We’re excited for you to learn, grow, and contribute right away!</strong> 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.</li> </ul> <h3>In your role, you'll...</h3> <ul> <li>Become product certified! You’ll begin by completing training modules to get up and running on the ins and outs of the Everlaw platform</li> <li>Start your journey on the support queue, providing world-class customer support</li> <li>Use your egoless communication and collaborate with your teammates to solve complex client tickets and improve the customer experience</li> <li>Participate in quarterly performance and development objectives meetings with your direct manager to build development goals and pathways</li> <li>Become a subject matter expert in certain areas of the product and continue to deepen your knowledge of the platform overall</li> <li>Develop a strong relationship with the Product and Engineering teams to drive product improvements</li> </ul> <h3>About you</h3> <ul> <li>You have at least 2 years of customer service experience in customer support or in a similar customer-facing role. </li> <li>You have a passion for technology and helping others to understand and use it.</li> <li>You have exceptional verbal and written communication skills tha ... (truncated, view full listing at source)