Customer Support Specialist

About AUDITLab

AUDITLab provides essential data and intake infrastructure tailored for mass tort and plaintiff law firms. Their platform consolidates case and claimant information that typically resides scattered across different systems such as case-management software, intake CRMs, call-tracking tools, and spreadsheets, transforming chaotic data into reliable, standardized information.

Role Overview

In this position, you will act as the primary point of contact for client support once firms have started using the platform. Your role involves promptly identifying and resolving issues, providing clear communication, and ensuring client satisfaction by addressing problems efficiently. This position requires strong problem-solving skills under pressure, excellent written communication, and the ability to anticipate and resolve issues before clients are affected.

Key Responsibilities

• Manage the support queue and meet prescribed response-time objectives for all active clients.
• Quickly evaluate each issue to determine if it relates to training, configuration, data problems, or software bugs, and resolve what you can immediately.
• Convert identified bugs into detailed work orders for the engineering team, including thorough reproduction instructions, and monitor progress until resolution.
• Continuously oversee data synchronization health, notifying the data team instantly when failures occur, often prior to client awareness.
• Create and update a knowledge base to reduce recurring support requests.
• Maintain transparent and calm communication with clients during incidents, providing timely updates.
• Assist with user acceptance testing and deployment for new firms joining the platform.

Qualifications and Skills

• Proven experience in customer service roles.
• Background in SaaS support encompassing the ability to interpret logs and understand data feeds and APIs effectively.
• Exceptional written communication skills capable of explaining technical details to both legal assistants and senior partners alike.
• Ability to stay composed and organized under pressure, thriving even with a heavy support queue.
• Experience using ticketing platforms such as Zendesk, Jira, Freshdesk, or equivalents.
• Sound judgment in determining when to resolve issues independently and when to escalate, ensuring complete closure.

Preferred Qualifications

• Experience working in legal, fintech, healthcare, compliance, or other regulated fields.
• Familiarity with mass tort or plaintiff law firm environments.
• Experience with quality assurance or user acceptance testing.

Compensation

The base salary range for this role is $55,000 to $75,000 annually, determined based on individual experience, skills, education, and other factors.

Equal Employment Opportunity

AUDITLab is committed to providing equal employment opportunities to all qualified candidates regardless of various protected characteristics as defined by federal, state, or local laws.