Technical Support & Success Specialist | Legal Tech Startup ⚖️💻🚀
Atomic - Remote JobsArgentina1 day ago
Full-timeRemote FriendlyInformation Technology
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Company Overview:
Our client is a growing U.S.-based SaaS company transforming how legal teams collect and submit phone-based evidence. Their secure, SOC 2–certified platform helps lawyers and individuals extract texts, social media, and more—turning phone data into court-ready records. The small, tight-knit team is preparing for its next growth stage and a funding round early next year.
Your Role
As a Technical Support & Success Specialist, you’ll be the first dedicated support hire, ensuring each client’s extraction is reliable, deadline-safe, and stress-free. You’ll blend technical troubleshooting with empathetic communication and crisp documentation to keep sales focused and engineering unblocked.
You’ll:
1️⃣ Strengths Assessment (Wingfinder) – Short online exercise on problem-solving and collaboration
2️⃣ Discovery Call (Atomic) – Intro chat about your background and the role
3️⃣ Practical Exercise – Job-simulated task: guide a mock client or document a support case
4️⃣ Client Interviews (Hearsay) – Conversations with leadership to confirm fit and expectations
Our client is a growing U.S.-based SaaS company transforming how legal teams collect and submit phone-based evidence. Their secure, SOC 2–certified platform helps lawyers and individuals extract texts, social media, and more—turning phone data into court-ready records. The small, tight-knit team is preparing for its next growth stage and a funding round early next year.
Your Role
As a Technical Support & Success Specialist, you’ll be the first dedicated support hire, ensuring each client’s extraction is reliable, deadline-safe, and stress-free. You’ll blend technical troubleshooting with empathetic communication and crisp documentation to keep sales focused and engineering unblocked.
You’ll:
- Monitor active extractions and anticipate client needs
- Respond to inbound questions via Intercom/HubSpot
- Guide clients step by step through the extraction process (chat or Zoom)
- Escalate clean, well-documented issues in Linear
- Maintain and update guides/checklists for recurring scenarios
- Track case time, blockers, and recurring issues
- Recommend managed extractions when appropriate
- Handle occasional credits/refunds with professionalism
- 2–4 years in customer or technical support (B2B or legal/IT helpful)
- Clear written and spoken English; confident leading short Zoom calls
- Working knowledge of iOS and Android (storage, drivers, cables, OS quirks)
- Experience with Intercom, HubSpot, Linear, or similar tools
- Organized approach to queues, logs, and follow-ups
- Detail-oriented documentation and escalation habits
- Comfort handling sensitive or legal data
- Calm communication under tight, deadline-driven conditions
- Background in legal support (assistant, paralegal, firm operations)
- Experience with managed services or white-glove client delivery
- Familiarity with GDPR/CCPA or data-handling best practices
- Fully remote, full-time contractor role (40 hrs/week)
- Competitive USD compensation ($1,500–$2,500/month, based on experience)
- 2–3 weeks paid time off (prorated)
- Flexible work with U.S. business-hour overlap
- Small, high-trust team with direct access to leadership
- Visible impact and room to grow as the team expands
1️⃣ Strengths Assessment (Wingfinder) – Short online exercise on problem-solving and collaboration
2️⃣ Discovery Call (Atomic) – Intro chat about your background and the role
3️⃣ Practical Exercise – Job-simulated task: guide a mock client or document a support case
4️⃣ Client Interviews (Hearsay) – Conversations with leadership to confirm fit and expectations
Key Skills
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