Customer Success Representative

• Be the first line of support for attorneys and trustees calling, emailing, and messaging in with real problems
• Learn our systems inside and out, including a legacy platform and a new one we're actively building. Help migrating customers from the legacy system to the new one
• Catch small issues before they become big ones (in this industry, a small mistake can mean real legal consequences, so we take detail seriously)
• Notice patterns in what's going wrong and help build the fixes, whether that's a better FAQ, a process change, or flagging something to the team
• Reach out to customers who've gone quiet before they churn
• Run our customer migration from the legacy product to the new one, with an eye toward EOL’ing our legacy system

• Someone who communicates clearly and directly, in writing and out loud, and treats people like people, not tickets
• Sharp attention to detail. You catch the small thing before it becomes the big thing
• A fast learner who isn't afraid of new tools or systems and figures things out without waiting to be told exactly what to do
• Someone steady under pressure who doesn't get rattled on a busy day
• Curiosity to keep getting better, optimism to power change, and the courage to bring your own ideas to the table
• Flexibility to work with and on a small team, and the willingness to buckle down and get things done.

Demonstrates strong communication skills, both written and verbal, while maintaining sharp attention to detail and the ability to learn new systems quickly. Capable of managing customer migrations and identifying patterns to improve processes in a fast-paced environment.

• Customer Support
• Attention To Detail
• Communication Skills
• Problem Solving
• Adaptability

• Customer Migration
• Legacy System Management
• Process Improvement

• Clear Communication
• Curiosity
• Optimism
• Steady Under Pressure
• Team Collaboration

• Legal Support
• Customer Churn Prevention
• FAQ Development