Technical Support & Success Specialist | Legal Tech Startup

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Company Overview :

Our client is a growing U.S.-based SaaS company transforming how legal teams collect and submit phone-based evidence. Their secure, SOC 2–certified platform helps lawyers and individuals extract texts, social media, and more—turning phone data into court-ready records. The small, tight-knit team is preparing for its next growth stage and a funding round early next year.

Your Role

As a Technical Support & Success Specialist , you’ll be the first dedicated support hire, ensuring each client’s extraction is reliable, deadline-safe, and stress-free. You’ll blend technical troubleshooting with empathetic communication and crisp documentation to keep sales focused and engineering unblocked.

You’ll :

• Monitor active extractions and anticipate client needs

Respond to inbound questions via Intercom / HubSpot

Guide clients step by step through the extraction process (chat or Zoom)

Escalate clean, well-documented issues in Linear

Maintain and update guides / checklists for recurring scenarios

Track case time, blockers, and recurring issues

Recommend managed extractions when appropriate

Handle occasional credits / refunds with professionalism

You Bring :

Clear written and spoken English; confident leading short Zoom calls

Working knowledge of iOS and Android (storage, drivers, cables, OS quirks)

Experience with Intercom, HubSpot, Linear, or similar tools

Organized approach to queues, logs, and follow-ups

Detail-oriented documentation and escalation habits

Comfort handling sensitive or legal data

Calm communication under tight, deadline-driven conditions

Bonus Points :

Experience with managed services or white-glove client delivery

Familiarity with GDPR / CCPA or data-handling best practices

What’s Offered :

Competitive USD compensation ($1,500–$2,500 / month, based on experience)

2–3 weeks paid time off (prorated)

Flexible work with U.S. business-hour overlap

Small, high-trust team with direct access to leadership

Visible impact and room to grow as the team expands

Interview Process :

1️⃣ Strengths Assessment (Wingfinder) – Short online exercise on problem-solving and collaboration

2️⃣ Discovery Call (Atomic) – Intro chat about your background and the role

3️⃣ Practical Exercise – Job-simulated task : guide a mock client or document a support case

4️⃣ Client Interviews (Hearsay) – Conversations with leadership to confirm fit and expectations