Customer Support Specialist –

About Us

At LegalOn, we're redefining how legal work gets done. Too often, legal teams are slowed down by repetitive, manual contracting tasks. We're eliminating that busywork—freeing people to think, decide, and lead their businesses forward.

As the global leader in legal AI for contracting, we serve over 7,000 companies and firms worldwide. Our software pairs cutting-edge AI with deep legal expertise to identify contract risks, make precise redlines, and organize contract data—eliminating hours of manual work that delay deals and increase risk.

We are building the most trusted and beloved brand in legal technology, and we want ambitious, detail-oriented, and customer-obsessed individuals to join us. If you are eager to grow your career through performance, capability, and impact, you will thrive at LegalOn.

Role Overview

We are seeking a Customer Support Specialist to join our growing Customer Experience team. In this role, you'll be the first point of contact for inbound client inquiries—delivering prompt, accurate, and empathetic support to ensure every LegalOn customer has an exceptional experience.

You'll primarily handle inbound client emails but may occasionally join client office hours or escalation calls to assist with complex situations. You will also own the process of filing and managing technical support tickets, working closely with our engineering team to track issues and ensure timely, transparent resolutions for our customers.

This role is ideal for someone who is highly organized, a clear communicator, and passionate about helping customers succeed.

Responsibilities

Customer Support & Communication

• Respond promptly and professionally to inbound client emails with accurate and thoughtful solutions.
• Act as the first line of support for product questions, troubleshooting, and issue resolution.
• Participate in client-facing office hours or escalation calls when additional context or real-time troubleshooting is needed.

Ticket Management & Engineering Collaboration

• Own the process of filing, categorizing, and managing support tickets.
• Partner closely with engineers to reproduce bugs, communicate issues, and ensure timely resolutions.
• Keep customers informed with clear, proactive updates throughout the process.
• Identify recurring issues and share insights with Product and Engineering teams for long-term improvement.

Documentation & Process Improvement

• Maintain detailed and accurate records of client interactions and support tickets.
• Update internal documentation and FAQs to ensure accuracy and consistency.
• Contribute to process improvements that enhance customer satisfaction and team efficiency.

Cross-Functional Collaboration

• Work closely with Customer Success Managers and internal teams to align on client feedback and needs.
• Share customer insights that can inform product enhancements and internal processes.

Qualifications

• 1–3 years of experience in a customer support or client service role, preferably within a SaaS or technology company.
• Relevant work experience in the legal/contract review space is strongly preferred.
• Excellent written communication and interpersonal skills.
• Strong technical aptitude and comfort collaborating with engineering teams.
• Proactive problem solver with strong organizational skills and attention to detail.
• Adaptable and comfortable working in a fast-paced, evolving environment.
• A genuine passion for delivering excellent customer experiences.
• Proficiency with tools such as Slack, HubSpot, Outreach, and Notion.

Benefits

• Competitive salary
• Generous paid time off policies.
• Health, dental, and vision insurance.
• 401(k) with company match.
• Professional development opportunities and room for growth.

How to Apply

If you are passionate about building systems that help teams succeed and want to make a meaningful impact in the legal technology industry, we encourage you to apply by sending your resume and a cover letter outlining your qualifications and experience.

LegalOn Technologies is an equal-opportunity employer. We welcome and encourage diversity in our workforce and are committed to providing a workplace free of discrimination and harassment.

Join LegalOn Technologies and help us empower legal teams to focus on what truly matters.