Confidential company, Sales & GTM
Customer Support Specialist at fast-growing legal tech AI startup
- Location
- New York, United States
- Compensation
- $65k-$95k + Equity
Join a fast-growing legal tech AI startup as their first Customer Support Specialist in New York City. This is a high-impact opportunity to shape the support function from the ground up, moving from reactive troubleshooting to building a world-class self-serve ecosystem for a global user base.
If you have a background in technical B2B SaaS or legal operations and thrive in high-agency environments where your work directly influences product roadmaps, this role offers meaningful equity and the chance to scale with a profitable, top-tier backed team.
What's the next step?
Confidential company are hiring from Jack's network. Talk to Jack for free and get a direct introduction to the team, if a good fit.
Role overview
First Customer Support Specialist at a fast-growing legal tech AI startup in NYC. You’ll own the customer experience for specialized legal professionals, transitioning support from engineers to a dedicated function. You will resolve technical issues, triage complex queries, and build foundational playbooks and self-serve resources that enable the company to scale globally.
About the company
Fast-growing legal tech AI startup
What you will do
- Act as the primary point of contact for all inbound support requests via email, in-app chat, and shared channels.
- Triage complex technical issues to engineers and specialists with detailed context to ensure rapid, accurate resolution.
- Build a comprehensive self-serve infrastructure including help documentation, video walkthroughs, and automated account configuration workflows.
Who this is a fit for
- Experience as a legal-ops specialist or support professional for technical B2B SaaS, ideally working with highly precise users.
- Exceptional written communication skills with the ability to provide fast, accurate, and professional answers to senior stakeholders.
- High agency and technical comfort, including familiarity with support platforms like Intercom and the ability to navigate browser consoles.
Why this role is remarkable
- Join as the first support hire, shaping the function from scratch for a sophisticated and global user base.
- Profitable startup backed by top-tier global investors and industry leaders, serving hundreds of professional teams worldwide.
- High-impact role in a small, senior team where you will directly influence product strategy through customer insights.
How Jack & Jill work together
What happens next?
Jack’s an AI agent for job searching and career coaching. He works for you.
Jill is the AI agent for hiring, working for the company. She recruits from Jack’s network.
If your profile’s a match and Confidential company wants to meet, Jill will make the intro. In the meantime, Jack will send you excellent alternatives.