The Role

Lawmatics is seeking a motivated Customer Success Specialist in San Diego, CA, to join our team and support our expanding customer base. Ideal candidates are passionate about assisting others, possess a keen eye for detail, and have a strong appetite for learning and solution finding. This role is perfect for those skilled in troubleshooting and eager to make a positive impact.

Acting as the primary conduit between our customers and Lawmatics, your efforts will foster loyalty and satisfaction. Whether it’s helping with a simple question or solving a complex issue - you will help customers with client intake, CRM, and marketing automation needs.

Please note: We are a hybrid company that works out of our office in San Diego, CA Monday through Wednesday, Thursday and Friday is open to remote work.

What You’ll Do

• Become a Lawmatics platform superuser, mastering all aspects of the platform.
• Participate in a comprehensive training program to get up-to-speed on our software solution.
• Provide delightful customer experiences and timely response to customer support inquiries via phone, email, and video conferencing.
• Troubleshoot complex issues.
• Effectively collaborate with internal teams to manage the support queue, mitigate risk, and reduce churn.
• Assist in building out help articles, training videos and new programs, as well as ensure details are accurate and up-to-date.
• Understand product roadmap of future updates to better handle customer requests.
• Provide feedback to the Product team based on client interactions and feedback.
• Test new features and functionality to confirm it’s ready to be released to the customer base.

What You'll Bring

• 1+ years of experience in a customer success or service environment responding to customer requests via phone, email, and in-app messages.
• Excellent written/oral communication and interpersonal skills – you can craft grammatically impeccable emails and are articulate on the phone.
• Proficiency in Microsoft Office and Excel.
• Proficiency in technology tools and software systems with the desire to learn new solutions and tools.
• A curious mindset with a keen interest to deeply understand core efficiencies and obstacles facing the client.
• An aptitude for learning new products, processes, and systems.
• Organizational management skills in setting priorities, adherence to scheduled activities, and timely responses to customers.
• Strong technical troubleshooting skills, perseverance, and patience.
• An out of the box problem solving skills and creative thinking to bring issues to resolution including discovering workarounds using available resources.
• An optimistic personality with the ability to build strong relationships quickly.
• A team player mindset ready to contribute ideas to improve processes.
• The ability to thrive in a dynamic and collaborative startup environment, and are a strong self-starter.

The Opportunity

At Lawmatics, our mission is to enable lawyers to focus on being the best lawyer they can be — to focus on the practice of law, and leave the tedium of business operations to technology. That’s why we provide an intuitive, end-to-end client intake, CRM, and marketing automation platform for law firms, their employees, and their clients. Through our platform, clients of law practices experience a smooth, complication-free legal journey, with prompt and clear communication, relieving the burdens of complex legal challenges. With Lawmatics, law firms streamline their operations, impress clients, and win more business.

About Lawmatics

Lawmatics is the #1 CRM and automation platform for law firms, offering legal client intake, CRM, marketing automation, billing, and much more, all in one easy-to-use software. With Lawmatics, law firms streamline their operations, impress clients, and win more business.

As an equal opportunity employer, we are proud to celebrate diversity and champion an inclusive workplace. No matter who you are, where you're from, who you love, how you think, or what you believe, all are encouraged to apply.