Customer Support Specialist (LegalTech)

TL;DR

Customer Support Specialist (LegalTech): Providing technical assistance and product guidance to legal professionals using AI-powered software with an accent on troubleshooting and product adoption. Focus on resolving technical issues, educating customers on feature utilization, and collaborating with product teams to improve user experience.

Location: Hybrid: Must be based in Burnaby (Vancouver area), with an expectation to be in office minimum twice per week.

Salary: $56,000 CAD

Company

Global leader in legal AI technology empowering law firms to work smarter and increasing access to justice.

What you will do

• Handle inbound support requests via phone, AI-enabled chat, and email to deliver exceptional customer experiences.
• Act as a product expert by diagnosing, troubleshooting, and resolving technical issues effectively.
• Serve as a trusted advisor, coaching customers to leverage the platform for maximum efficiency.
• Identify customer needs for additional products and coordinate with appropriate internal teams.
• Capture and relay customer feedback to Product teams to drive software improvements.
• Participate in continuous professional development to grow into other roles within the company after 12-24 months.

Requirements

• Bachelor’s degree or diploma in Computer Science, Business, Communications, or related fields.
• Must be a recent graduate (within the past 2 years) or graduating by May 2026.
• Impeccable verbal and written communication skills to convey technical concepts to non-technical audiences.
• Strong analytical skills and a problem-solving mindset.
• Curiosity about law, technology, and the application of AI.

Nice to have

• Major or minor in Technical, Hard Science, or Accounting.
• Experience in the legal industry or knowledge of the justice system.
• Practical experience with APIs, Postman, and building integrations.
• Basic proficiency in R, Python, HTML, Ruby, or SQL.
• Prior experience in research, tutoring, or leadership roles.

Culture & Benefits

• Competitive base salary with top-tier health, dental, and vision insurance.
• Hybrid work environment with a focus on local office collaboration.
• Flexible time off policy with an encouraged 20 days off per year.
• $2,000 annual counseling benefit.
• RRSP matching and RESP contributions.
• Structured product training, 1:1 coaching, and a clear internal growth path.