Client Success Specialist

2 weeks ago

Boise, Idaho, United States LeanLaw Full time
Job Overview

Objective

At LeanLaw, our goal is to enable professional service firms, such as legal and accounting practices, by streamlining their financial processes through cutting-edge cloud-based solutions. We serve as the essential financial framework for firm operations, managing everything from time tracking to invoicing and comprehensive reporting, all seamlessly integrated with QuickBooks Online, tailored for small to mid-sized firms.

About Us

At LeanLaw, we prioritize fit and integrity. We focus on what is best for our clients, our organization, and our team members. We believe in fostering trust, actively listening to understand, and embracing constructive conflict. Our team takes ownership of their responsibilities, is self-motivated, and is committed to ongoing learning.

Our reputation is built on our determination, accountability, and results-driven approach. Here’s what our users say about our support:

[TrustPilot]

  • "LeanLaw's outstanding support and customizable features facilitate a smooth transition and boost overall 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 for a resolution. Thank you very much. I will keep all my notes for future reference. Again, thank you"

If these principles resonate with you, we would be excited to have you as part of our organization.

Key Responsibilities:

  • Deliver front-line assistance 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 issues, 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 sectors, 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.
  • Additional responsibilities may evolve based on growth and company objectives.

If you seek a position where you can contribute, develop, and influence the future of your 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 capability 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).
  • Experience in Customer Support/Success within a SaaS environment (2+ years).
  • Experience in SaaS startups.
  • Experience working remotely.

This position may be a good fit if you are transitioning to SaaS technology and possess a strong aptitude for investigating and resolving complex issues, and have a background as a:

  • Educator
  • Paralegal
  • Legal assistant
  • Legal accountant or bookkeeper

Hiring Process Overview:

1. After submitting your application, our Manager of Support & Success will review your submission.

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 evaluate your technical skills and cultural fit.

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

4. After contacting your references, we will arrange a second interview with our Head of Product & Success.

5. If we determine 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.

Benefits:

Annual salary of $43,000 - $47,000, with opportunities for growth after a probationary period.

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

We offer numerous opportunities for growth and advancement, and we are committed to ensuring the right person is in the right role.

We welcome talented individuals from diverse backgrounds, not only because it is the right thing to do, but because it strengthens our company. If you share our values and passion for being the leading fintech solution for the legal industry, you will thrive at LeanLaw.

Note: This role is limited to candidates located in the United States.

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