Customer Support Specialist (Legal AI)

TL;DR

Customer Support Specialist (Legal AI): Handling high volumes of inbound requests via phone, chat, and email for legal AI technology, with an accent on providing effortless customer experiences and troubleshooting technical product issues. Focus on becoming a product expert, educating customers, and contributing to service delivery improvements.

Location: Hybrid role, with an expectation to be in the Sydney office a minimum of twice per week. The role is for the Customer Support Team in APAC.

Salary: $62,600–$84,800 AUD

Company

hirify.global is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

What you will do

• Handle high volumes of inbound requests via phone, chat, and email, ensuring an effortless customer experience.
• Become an expert in hirify.global’s features and functionality, advocating for its value.
• Troubleshoot technical product issues and coordinate resolutions with technical teams.
• Provide advice, training solutions, and proactive support to customers.
• Contribute to the knowledge base and capture product feedback for the Product team.
• Participate in projects to improve service delivery and departmental processes.

Requirements

• Bachelor’s degree in a relevant field, or equivalent practical experience.
• Excellent analytical skills and impeccable verbal and written communication skills.
• Curiosity about law, tech, and AI.
• Desire to work as a member of a high-performing team with a growth mindset.

Nice to have

• Prior research, tutoring, and leadership experience.
• Experience providing exceptional customer service, including problem-solving, multi-tasking, and issue resolution summaries.

Culture & Benefits

• Competitive, equitable salary with top-tier health benefits.
• Hybrid work environment (minimum twice per week in office for local hirify.globalns).
• Flexible time off policy, with an encouraged 20 days off per year, and hirify.globalversary recognition program.
• Commitment to diversity, equity, and inclusion, fostering an environment where teams feel included and valued.
• Accessibility accommodations during the recruitment process.