Client Success Advocate

2 weeks ago

Boise, Idaho, United States LeanLaw Full time
Position Overview

Objective

At LeanLaw, our goal is to enhance the operational efficiency of professional service firms, such as legal and accounting practices, through our cutting-edge cloud-based financial management software. We serve as the essential financial framework for firm operations, managing everything from time tracking to invoicing and reporting, all seamlessly integrated with QuickBooks Online, tailored for small to mid-sized firms.

About Us

At LeanLaw, we prioritize alignment with our core values. We act with integrity, placing the interests of our clients, company, and team members at the forefront. We foster an environment of trust, actively listen to understand, and embrace constructive dialogue. Our team is characterized by its determination, accountability, and commitment to achieving results. Hear what our users say about our support:

[TrustPilot]

  • "LeanLaw's outstanding support and customizable features ensure a smooth transition and increased productivity."
  • "The support team is exceptional and consistently responds promptly."

[CSAT]

  • "Quick resolution. Professional and courteous representative. Thank you"
  • "Patient, knowledgeable, and professional. Ensured my issue was resolved."
  • "You helped us identify the problem we were facing. We are on track to resolving the issue. Thank you for your assistance; I will keep all my notes for future reference."

If these principles resonate with you, we invite you to consider this opportunity.

Key Responsibilities:

  • Deliver first-rate support for incoming customer inquiries through in-app chat, emails, and virtual calls (voice and/or video).
    • Note: this is not a call center, but we are open to reaching out to customers directly.
  • Diagnose and report potential software bugs, collaborating closely with our Product and Engineering teams to identify and test solutions as well as product improvements.
  • Commit to providing exceptional customer experiences across various professional service roles, including attorneys, accountants, and paralegals.
  • Maintain and update internal and customer-facing databases and articles with insights on technical issues and discussions with clients.
  • Follow up with clients to ensure their technical concerns are completely addressed.
  • Engage in additional tasks aligned with personal growth and company objectives.

If you seek a role where you can develop, advance, and influence the future of our clients and organization, LeanLaw is the ideal environment for you.

Qualifications:

Essential Skills:

  • Strong understanding of QuickBooks Online navigation.
  • Experience with customer support or ticketing systems (e.g., HubSpot, Intercom, Zendesk, ServiceNow).
  • Familiarity with digital collaboration tools (e.g., G-Suite, Slack, Zoom).
  • Excellent verbal and written communication abilities.
  • Technologically adept with the capacity to investigate and resolve complex issues quickly.
  • Ability to translate technical jargon for a non-technical audience.
  • Team-oriented with a proactive, solution-driven mindset.
  • Self-motivated, takes initiative, and is accountable for outcomes.

Preferred Skills:

  • Experience in legal accounting or legal operations (1+ years).
  • Background in Customer Support/Success within a SaaS environment (2+ years).
  • Experience in a SaaS startup setting.
  • Experience working remotely.

This position may be suitable for individuals transitioning from:

  • Teaching
  • Paralegal roles
  • Legal secretarial positions
  • Legal accounting or bookkeeping

Hiring Process Overview:

1. Upon application submission, our Manager of Support & Success will review your credentials.

2. If your qualifications align with our needs, you will be invited for a live assessment and interview.

  • The assessment will evaluate your QuickBooks Online knowledge and will be conducted live with our Manager of Support & Success and our Customer Success Engineer.
  • Following the assessment, you will continue with the interview process to assess your technical skills and cultural fit.

3. If the interview indicates a potential fit, we will request two professional references.

4. After reference checks, a second interview will be scheduled with our Head of Product & Success.

5. If we find a mutual fit, you will receive an offer.

We strive to keep you informed throughout the process, aiming to respond within a week of your application submission.

Compensation and Benefits:

$43,000 - $47,000 annual salary during the probationary period, with opportunities for growth thereafter.

  • Medical coverage
  • Health Savings Account
  • Dental insurance
  • Vision coverage
  • Life insurance
  • Short-term disability
  • 401k plan
  • Unlimited paid time off
  • Fully remote work environment

We offer numerous opportunities for professional growth and advancement, ensuring the right fit for each individual.

We value diversity and welcome applicants from various backgrounds, as it strengthens our company. If you share our values and passion for being the leading fintech solution for the legal sector, you will thrive at LeanLaw.

Note: this role is US-only.

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