Client Success Advocate

2 weeks ago

Boise, Idaho, United States LeanLaw Full time
Position Overview

Purpose

At LeanLaw, we strive to enhance the operational efficiency of professional service firms, such as legal and accounting practices, through our cutting-edge cloud-based solutions. Our platform serves as the essential framework for managing financial processes, encompassing 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 integrity and transparency. We focus on what benefits our clients, our organization, and our team members. We believe in fostering trust—listening to understand and embracing constructive discussions. Our team is characterized by resilience, accountability, and a commitment to achieving results.

Our customer feedback speaks volumes about our support:

[TrustPilot]

  • "LeanLaw's outstanding support and customizable features ensure a smooth transition and improved productivity."
  • "The support team is exceptional and responds promptly to our inquiries."

[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"

If these principles resonate with you, we invite you to explore 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 environment, but we do engage with customers via phone.
  • Identify and report potential software bugs, collaborating closely with our Product and Engineering teams to test solutions and enhance our offerings.
  • Commit to providing exceptional customer experiences across various professional service sectors, including legal and accounting.
  • Maintain and update internal and customer-facing databases and documentation with insights gained from customer interactions.
  • Follow up with clients to ensure their technical issues are fully addressed.
  • Additional responsibilities may evolve based on company objectives and personal growth.

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

Qualifications:

Essential Skills:

  • Strong proficiency in navigating QuickBooks Online.
  • 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 a knack for diagnosing complex issues and a quick learning curve.
  • 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.
  • Familiarity with remote work practices.

This position may be a great fit if you are transitioning from roles such as:

  • Educator
  • Paralegal
  • Legal Assistant
  • Legal Accountant or Bookkeeper

Hiring Process Overview:

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

2. If your profile aligns 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 a Customer Success Engineer.
  • Following the assessment, you will participate in further interviews to assess your technical skills and cultural fit.

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

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

5. If a mutual fit is determined, you will receive an offer.

We aim to keep you informed throughout the process, with a goal of responding within 7 business days after your application.

Compensation and Benefits:

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

  • 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 are committed to fostering growth and advancement opportunities, ensuring that the right individual is positioned for success.

We value diversity and welcome candidates from various backgrounds, as we believe it strengthens our organization. If you share our values and enthusiasm for being the leading fintech solution for the legal sector, you will thrive at LeanLaw.

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

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