Support Specialist

Job description

Syllo is a software company in the legal space that offers an AI-powered litigation workspace that enables lawyers to safely harness the power of language models. After spending years developing our cloud-based application, Syllo’s applications are now being used by a wide range of legal professionals – from the largest law firms in the world to the most prestigious law schools.

We are a lean, fast-moving, and multi-disciplinary startup led by exceptional lawyers and engineers. We hold each other accountable to achieve ambitious goals in a timely way while treating one another with respect and understanding. If you’re excited about AI and passionate about being part of a remote team that seeks to transform the legal practice, then read on!

We are seeking a Support Specialist to join a team of passionate, fast-moving professionals at the forefront of AI-powered legal technology. In this role, you will be the first point of contact for clients using the Syllo platform, resolving issues quickly, building in-depth product knowledge, and contributing to the resources that help legal teams get the most out of what we are building.

Key Responsibilities:

- Serve as the first point of contact for inbound client support requests, responding promptly and professionally across all support channels

- Troubleshoot product questions and technical issues, escalating to engineering or product teams through the appropriate process when needed

- Develop deep expertise in the Syllo platform and serve as a product knowledge resource for clients and the CS team

- Conduct live troubleshooting sessions and product walkthroughs with clients to resolve issues and build platform confidence

- Write and maintain help content including articles, guides, and FAQs that address common client questions and product workflows

- Partner with the other Customer Success teams to flag recurring issues and surface client feedback to the product team

- Document solutions and contribute to the internal knowledge base to reduce repeat inquiries and support team scaling

- Participate in product testing and share results with engineering and product management in a timely manner

Qualifications:

Note: this is a wish list. Please do not hesitate to apply if you only have some of these qualifications, especially if you come from a less traditional background. We value both current skills and proven potential, and will give you an opportunity to present your best foot forward as part of our hiring process.

- 1 to 3 years of experience working in a legal environment, whether at a law firm, corporate legal department, or legal technology company, in a support, operations, or client services capacity

- Strong written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users

- Comfortable conducting live client-facing calls and troubleshooting sessions

- Experience writing help content or customer-facing documentation is a plus

- Familiarity with support or CRM tools is a plus

- High aptitude for learning new software tools and enthusiasm for AI-powered products

Capabilities:

- Accountability: you own your work and follow through

- Collaboration: you work well within a team and make handoffs clean and complete

- Composure: you stay calm and clear-headed in fast-moving, high-stakes situations

- Initiative: you don't wait for direction when something needs attention

- Judgment: you know when to escalate and when to solve it yourself

This is a full-time, hourly position. Compensation will be based on qualifications and experience, with an hourly rate of $40-$45 per hour, which is equivalent to an annualized salary of approximately $83,200-$93,600, based on a 40-hour workweek.

United States - Remote Pay Range

$40 — $45 USD