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Customer Support Specialist

Everlaw, Oakland, California

Ediscovery made easy. Intuitive software for document analysis.

Duration: Full-Time


We’re thrilled to announce our recent $202 million Series D funding round! Our mission is to promote justice by illuminating truth. We believe that justice is served by truth, and our platform helps users discover it. Cloud-native and AI-powered, Everlaw is revolutionizing the way law firms, government agencies, and corporate legal departments handle mountains of digital data for internal investigations, ediscovery, and case preparation. We’re growing rapidly and we’re looking for passionate people to join us on the next phase of this incredible journey!

Everlaw is looking for a highly motivated Customer Support Specialist to join our Customer Support team! As a Customer Support Specialist, you'll greatly impact the day-to-day experience of our clients. You’ll be the first line of contact for our customers using your Respect for Users to ensure that all clients are successful and delighted by their Everlaw experience. You’ll be responsible for answering client questions, teaching product functionality and troubleshooting technical issues via phone and email. Your work will matter-- the exceptional service you provide directly impacts the success of the legal teams at law firms, corporations, government agencies, and nonprofit organizations who collaborate on our platform every day to discover truth and promote justice. 

At Everlaw, our mission is to promote justice by illuminating truth. Our company culture is open and vibrant and we’re committed to the professional growth of our team members, offering an annual learning and development stipend and regular check-ins with managers regarding career goals. If you’re looking for a place that values passion, integrity, thinking big, and a desire to learn, we’d love to hear from you! 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. 

This is a full-time, non-exempt position located onsite in Oakland, California. This position requires working alternative days and hours that might include 6:00am-3:00pm PST, 9:00am-6:00pm PST, or 2:00pm-11:00 PST.

Getting started

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

In your role, you’ll...

  • Become product certified! You’ll begin by completing training modules to get up and running on the ins and outs of the Everlaw platform. 
  • Start your journey on the support queue, providing world-class customer support.
  • Use your egoless communication and collaborate with your teammates to solve complex client tickets and improve the customer experience. 
  • Participate in quarterly performance and development objectives meetings with your direct manager to build development goals and pathways.
  • Become a subject matter expert in certain areas of the product and continue to deepen your knowledge of the platform overall.
  • Develop a strong relationship with the Product and Engineering teams to drive product improvements.

About You

  • You have a passion for technology and for helping others to understand and use it.
  • You have exceptional oral and written communication skills that show enthusiasm, energy, and empathy.
  • You are incredibly organized, process-driven, and capable of anticipating and mitigating friction points in a fast-paced environment. 
  • You are a thoughtful collaborator, partnering cross-functionally to drive a streamlined customer experience. 
  • You are a quick, eager, and proactive learner, and take initiative to promptly resolve and learn from challenges.
  • You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions.

Pluses

  • You have experience in eDiscovery, but this is not required.
  • You have experience working in Customer Support, ideally at a software or legal technology company, but this is not required.
  • You have experience using Customer Relationship Management tools such as Zendesk and/or Salesforce, but this is not required.  
  • You are comfortable using Google Applications, such as GMail, Google Calendar and Google Docs.

Benefits

  • Competitive salary 
  • Substantial equity 
  • Retirement plan with company matching 
  • Health, dental, and vision
  • Flexible Spending Accounts for health and dependent care expenses
  • Paid parental leave and sick leave
  • Seventeen paid vacation days plus 11 federal holidays 
  • Membership to Modern Health to help employees prioritize mental health and wellness
  • Annual allocation for Learning & Development opportunities and applicable professional membership dues
  • Company-sponsored life and disability insurance

Perks

Pursue Truth While Finding Yours
At Everlaw, we are deeply invested in pursuing the truth, for our clients and for our employees. We know that when you’re empowered to pursue your passions, it is reflected in the work. That’s why we’re committed to the professional growth of all our team members, offering an annual learning and development stipend and regular career check-ins with managers. If you’re looking for a place that values passion, integrity, and a desire to learn, we’d love to hear from you! 
 
We help law firms, government agencies, and corporations sift through millions of documents of evidence in big lawsuits and investigations to find the proverbial smoking gun (or needle in the haystack -- pick your metaphor). It's a multi-billion dollar space typically dominated by service-oriented vendors, and we're coming at it with cutting-edge technology and elegant design. It's working, and we've been growing very rapidly: we host hundreds of terabytes of data and work with all 50 state Attorneys General and hundreds of law firms on some of the most high-profile cases litigated today. 
 
Everlaw is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We respect the gender, gender identity and gender expression of our applicants and employees, and we honor requests for pronouns. It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity, including the California Equal Pay Act.  Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

As of December 8, 2021, Everlaw will require all of its employees to be fully vaccinated for COVID-19, unless a medical or religious exemption applies.  If you are hired, we will require you to prove that you have received the COVID-19 vaccine, unless you have received a medical or religious exemption.

About Everlaw

Our Mission Everlaw believes that legal teams deserve cutting-edge technology in their pursuit of justice. Our team of top Silicon Valley engineers is on a mission to replace antiquated, clunky, on-premises software with an integrated, elegant platform for litigating a case from discovery to the courtroom. Everlaw delivers a fresh experience through blink-speed search, an intuitive user interface, real-time collaboration, accessible predictive coding, and robust case-building tools. With Everlaw, don’t settle. Win.

Everlaw

Want to learn more about Everlaw? Visit Everlaw's website.