Customer Support Specialist; Federal

Overview

Everlaw is looking for a highly motivated Customer Support Specialist to join our Federal Customer Support team. You’ll be the first line of contact for our customers, ensuring that all clients are successful and delighted by their Everlaw experience. You’ll answer client questions, teach product functionality, and troubleshoot technical issues via phone and email. Your work directly impacts the success of legal teams at law firms, corporations, government agencies, and nonprofit organizations collaborating on our platform.

Everlaw’s Customer Experience team leads all aspects of the post-sale client experience, including onboarding, technical support, data migrations, user education, and ongoing account management. We work across Everlaw to deliver an amazing experience to our customers.

Our mission is to promote justice by illuminating truth. We offer a supportive culture with opportunities for professional growth, including an annual learning and development stipend and regular career check-ins with managers. We encourage applicants who feel they can bring value to our team, even if they don’t meet every listed skill.

This is a full-time non-exempt position based in our Washington, DC office with a hybrid schedule: in office M/W/Th with the option to work from home Tu/Fri. This position requires working Monday to Friday from 9:00am – 6:00pm EST.

This role requires a post-offer criminal background check and agency suitability clearance. 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.

Getting started

• We want you to feel like part of the team early on! Our onboarding process will introduce you to our product, policies, processes, and team structure and goals.
• We’re excited for you to learn, grow, and contribute right away! We expect you’ll bring experience and knowledge to uplift the team, but we don’t expect you to know everything on Day 1.

• Become product certified by completing training modules to get up and running on the Everlaw platform
• Start on the support queue, providing world-class customer support
• Collaborate with teammates to solve complex client tickets and improve the customer experience
• Participate in quarterly performance and development objective meetings with your manager to build development goals
• Become a subject matter expert in certain areas of the product and deepen your knowledge of the platform
• Develop a strong relationship with Product and Engineering teams to drive product improvements

• You have at least 2 years of customer service experience in customer support or a similar customer-facing role.
• You have a passion for technology and helping others use it.
• You have exceptional verbal and written communication skills with enthusiasm, energy, and empathy.
• You are highly organized, process-driven, and able to anticipate and mitigate friction points in a fast-paced environment.
• You are a thoughtful collaborator, partnering cross-functionally to deliver a streamlined customer experience.
• You are a quick, eager, and proactive learner who takes initiative to resolve and learn from challenges.
• You are authorized to work in the United States; note that Everlaw is not sponsoring visas for any positions at this time.

• You have experience in eDiscovery (not required).
• You have experience in customer support, ideally at a software or legal tech company (not required).
• You have experience using CRM tools such as Zendesk and Salesforce (not required).
• You are comfortable using Google applications (Gmail, Calendar, Docs).

• The hourly rate range for this role is $32.70 – $41.35 per hour. Final offer based on experience and skills; base pay range may change in the future.
• Equity program
• 401(k) retirement plan with company matching
• Health, dental, and vision
• Flexible Spending Accounts for health and dependent care
• Paid parental leave and ~10 days (80 hours) of sick leave per year
• Seventeen paid vacation days plus 11 federal holidays
• Wellness resources and professional development opportunities
• Company-sponsored life and disability insurance

Everlaw is an equal opportunity employer. We value a diverse workforce and do not discriminate on any protected status. By submitting your application, you agree to adhere to our hiring policies. For more details, see our privacy and policy documents.