Support Specialist
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