Customer Support Representative Tier 3

“I'm Mitchell, one of the founders of Deposely, and together with Donnie, we couldn't be more excited to be expanding our team. When we launched Deposely, we started with three goals in mind. #1 Solve real problems. #2 Learn new skills. #3 Have fun doing it! I am grateful to say we’ve stayed on course with those goals.

Our philosophy around team building is centered around passion and compassion. By that, I mean we want our team to be all-in while keeping the human aspect top-of-mind. You'll find that our team is full of energy, serious but not too serious, and also understanding.

We're a rapidly growing AI startup excited about technology and the legal space. Today, Deposely empowers one specific subsection of the work litigators do, but it's a big part: depositions. You may have seen in the popular television program, Suits or other shows where a lawyer will sit down in a conference room across from a witness with a camera pointed at them and ask them questions under oath—that's a deposition.

What television omits, are the hours and hours of work that go into preparing for, conducting, and reviewing depositions.

That's where Deposely comes in! We save real time and money for lawyers and their clients, by giving them incredibly powerful tools in an industry that has historically been technologically underdeveloped. What’s more, we love what we do because we believe legal work is important and protects every-day people.

While we are early stage, we have already:

• Secured dozens of paying law firms
• Helped hundreds of users
• Landed in Am Law 200

And beyond just our bottom line, we also believe in increasing equitable access to justice through technology. From near day 1, we've launched several programs focused on the A2J fight, including Deposely Essentials and the Deposely Justice Initiative

As the Tier 3 CSR at Deposely, you are our "Product Puzzle" specialist. This role is for someone who understands not just the how of our software, but the why of the legal workflow for depositions. You will handle the most sensitive escalations where customer satisfaction and legal subject matter expertise intersect. Beyond troubleshooting, you are a strategic partner to leadership, helping build the foundation of how support functions e are some of the duties you can expect to participate in:

• High-Stakes Escalations:
  Serve as the final point of resolution for complex customer satisfaction issues and deep product conundrums.
• Engineering Liaison:
  Act as the primary bridge between the CS&S (Customer Success & Support) org and Product Engineering, ensuring technical issues and client feedback are translated into actionable dev tasks.
• Systems & Process Buildout:
  Partner directly with the Head of Customer Success & Support to assist in the foundational buildout of Support Organization systems and workflows.
• Knowledge Base Mastery:
  Own the evolution of our Knowledge Base, proactively updating it with frontline feedback to ensure our resources stay ahead of client needs.
• Maintain and Improve Customer Interactions:
  Own the customer support AI chatbot effectiveness and user experience.
• Deposely Subject Matter Expert:
  Help clients map Deposely’s capabilities to their specific Deposition workflows, often engaging in product demonstrations.

You could be a great fit if you:

• Are a collaborative builder, eager to roll up your sleeves in a small-team environment while scaling operations.
• Thrive in environments that require juggling varied responsibilities and using judgement to determine the best next step.
• Have 8+ years in Customer Support or Success, ideally within legal tech.
• Excel at data-driven decision-making, with strong skills in creating business cases, ROIs, and handling client escalations.
• Excellent communication, empathy, and relationship-building skills
• Comfortable with ambiguity, fast iteration, and startup pace

• Legal industry experience.
• Early growth stage company experience.

• Competitive compensation with bonus component
• Equity grant
• Unlimited PTO with a recommended 4 weeks (and we will bug you if you go too long without using it)
• Opportunity to shape a function and team from the ground up
• Medical, dental, and vision
• Office space in downtown Bellevue, WA
• Company paid monthly Parking or Orca Pass
• Access to Fitness Center, Shower & Lockers