atticus - Client Support Specialist
Requirements
• You have at least three years of professional work experience, and have succeeded in jobs that involve supporting customers all day across different channels (CX, support, insurance, sales, etc.). • You care about people and can interact with folks from all walks of life; you’re able to simultaneously be supportive to a person in crisis and quickly drive a conversation. • You’re a quick learner and a competent writer, able to master complex new topics and platforms when given instruction and support. • You’ve had a metrics-driven role and you exceeded the goals set for you and outperformed your peers. • You've previously worked at high volume, high-performing service/sales/support team from a company known for great customer service. • We are strongly committed to building a diverse team. If you’re from a background that’s underrepresented in tech, we’d love to meet you.
Responsibilities
• Every week, we receive thousands of inquiries across text, email, and phone from potential and current clients. These range from clients who are uncertain about starting their case, to those who need help completing next steps with their law firm, to clients seeking updates and guidance as their case progresses. • As part of our Client Support team, your role is to meet clients where they are, provide clarity and direction, and build trust in our process. You’ll spend each day communicating with clients to understand the root of their inquiry, determine the best way to support them, and guide them clearly on next steps. You’ll become an expert in complex and interesting legal processes, learn to navigate our internal tools (Kustomer, Salesforce, etc.), and support hundreds of ordinary people (each with a unique story) every week. Your success will be measured by the impact you have on clients through satisfaction, quality, throughput, and consistency. • This role moves quickly and requires balancing efficiency with empathy. You’ll develop a strong understanding of multiple areas of law, learn to explain complex information in plain language, and adapt across many types of client interactions. The work is deeply rewarding — clients are grateful for your help, and your efforts directly connect them to the legal support they need. • Please note: You don’t need prior legal experience to succeed in this role; we’ll train you on everything you need to know.
Benefits
• This is a rare opportunity to join a startup that has strong traction (substantial funding, well-respected backers, tremendous growth, and many happy customers) but is still small enough that you can have a huge impact and play a role in shaping our culture. • We’re a certified B Corporation tackling a critical social problem. Our mission to help people in need drives everything we do, and your work here will touch many lives. • We offer competitive pay — including equity — and generous benefits: • Medical and dental insurance with 100% of employee premiums covered • 15 vacation days & ~20 paid holidays each year (including two weeks at the end-of-year) • Free membership to OneMedical • $600/year reimbursable stipend for internet service • $1,000 reimbursable stipend for education and training outside of work • Up to $1,200/year student loan repayment assistance • 401(k) and optional HSA/FSA • Humble, thoughtful, smart, fun colleagues • We anticipate the base salary band for this role will be between $60,000 and $75,000 in addition to equity, benefits, and an uncapped bi-annual bonus structure. Under the current bonus compensation plan, top performers have potential to earn over $90,000 in total compensation. The salary at offer will be determined by a number of factors such as candidate’s experience, knowledge, skills, and abilities, as well as internal equity among our team. • This job is fully remote and we’re committed to empowering everyone with flexibility. We care a lot about building a great culture and we think some interactions need to happen in person, so we put a lot of thought into retreats, offsites, and other ways to gather.
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