Customer Support Specialist

Who you are

• You have at least 2 years of customer service experience in customer support at a software company or in a similar customer-facing role
• You have a passion for technology and helping others understand and use it effectively
• You bring exceptional verbal and written communication skills grounded in enthusiasm, energy, and empathy
• You are organized, process-driven, and capable of anticipating and mitigating friction points in a fast-paced environment
• You are a thoughtful, cross-functional collaborator focused on delivering a streamlined customer experience
• You learn quickly and proactively take initiative to resolve and learn from technical challenges
• You are authorized to work in the United States. Please note that at this time, Everlaw is not sponsoring U.S. employment visas for this role
• Experience in Customer Support, ideally at a software or technology company
• Familiarity with Customer Relationship Management (CRM) tools like Zendesk or Salesforce, and proficiency with Google Workspace applications
• Prior experience or familiarity with legal technology or legal workflows
• Think you're missing some of the skills and are hesitant to apply? We do not believe in the 'perfect' candidate and encourage you to apply if you feel you can bring value to our team. We often revisit candidates who may have applied for a different role if something comes up that's a better fit

What the job involves

• Deliver customer support via phone and email to help clients understand product functionality and resolve technical issues
• Troubleshoot complex client tickets using egoless communication and collaborate with teammates across the support organization
• Complete training modules to earn product certification and build subject matter expertise across the platform
• Partner with Product and Engineering teams to share user insights and drive continuous product improvements
• Participate in quarterly performance and development meetings with your manager to build growth pathways and career goals
• The Customer Experience team delivers the experience customers rely on throughout their journey with Everlaw
• Across support, user education, data operations, and customer insights, the team combines deep expertise with thoughtful service to solve meaningful challenges and help organizations use Everlaw with confidence
• In a domain where the stakes are high and the data is sensitive, this work helps make Everlaw the company customers trust and choose

The application process

• This role will require a post offer criminal background check and agency suitability clearance
• Because this role supports U.S. federal government customers, employment is contingent on successful completion of a post‑offer background check and any required federal agency suitability clearances, and on maintaining those clearances consistent with applicable law and Everlaw’s at‑will employment policy
• When preparing to engage with Everlaw as a candidate, you may use AI tools for research, polishing application materials, and interview prep
• However, any assessments (unless explicitly stated), remote interviews or live interviews must be completed independently without AI support

Benefits

• Mind & Body - Everlaw cares about the whole person, and that is underscored by our health care plan. Everlaw offers employees and their dependents private health insurance which covers 100% of employee health insurance premiums and 60% of dependent premiums.
• Investing in Your Future - Everlaw believes in building for the long-term – for both our product and our employees. Everlaw enrolls employees in a pension fund upon hire where employees contribute 4% of their salary with a company match of 4%. An additional 1% comes from the UK government in the form of tax relief.
• Family Bonding - Everlaw supports growing families by ensuring employees receive 100% of their salary for up to 10 weeks for family-bonding leave, in addition to 8 weeks of fully paid leave for birthing parents.
• Everlawlidays and More - When you have a group of highly skilled, highly driven truth-finders, it’s important to build in breaks for recharging. Everlaw offers employees 20 days of paid holiday per calendar year in addition to the eight public holidays in England and Wales. Everlaw also recognises four ‘Everlawlidays’ that are designated days off for the whole company. Upon their fourth work anniversary, employees are upgraded to 23 days of holiday and to 27 days on their seventh work anniversary.
• On-Site Lunches and Snacks - Enjoy delicious daily catered lunches and sample the rotating snack and beverage selections in our London office.
• Never Stop Learning - We are committed to Everlawyers’ professional growth and encourage employees to pursue the right learning and development opportunities for wherever they are in their journey. With an annual Learning & Development stipend of £1,600, Everlawyers can attend conferences, obtain certifications, join classes and meet with career coaches.
• Giving Back - We are committed to supporting our local communities so we build in time for you to give back. In addition to time off for company-sponsored volunteer events, employees get four paid hours per quarter to volunteer at any charity recognised by the HMRC.
• Creating Community - Everlaw is filled with empowered, passionate problem solvers who like to have fun. From team dinners to holiday parties, Everlaw hosts optional company-wide bonding events regularly. Additionally, each department is given a monthly budget for activities and events planned by you and your colleagues. Events have included go-karting, escape rooms, trapeze classes and intramural sports.