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Responsibilities
Run live onboarding calls with law firms to connect their email system to our billable-time capture platform, coordinate with each firm's IT provider to complete the connection, and support those firms on an ongoing basis.
Onboarding:
- Run 30-minute video setup calls with law firm staff, including attorneys, paralegals, and office managers.
- Determine early in the call who controls the firm's Google Workspace or Microsoft 365 admin console, as it is often an outside IT provider or MSP, not anyone on the call.
- Connect the firm's Google Workspace or Microsoft 365 / Exchange account to our platform, including OAuth app authorization and admin consent.
- Where the firm's IT provider must grant consent, get them scheduled onto a call or send them precise written instructions, then drive the process to completion.
- Configure firm settings, including users, client and matter matching rules, capture preferences, and billing rates.
- Verify the connection is live and email data is flowing correctly before closing out the firm.
- Own every open onboarding until it is live, following up persistently without becoming a nuisance to the client.
Working with the firm's IT provider:
- Explain what permissions we need and why, in language an IT admin will accept on the first pass.
- Answer security and data-access questions accurately, and escalate the ones you should not answer alone.
- Keep a written record of who was contacted, what was asked, and what is outstanding.
- Track and report onboardings that are stalled waiting on third-party IT.
Ongoing support:
- Respond to inbound customer email and chat tickets within our SLA.
- Troubleshoot broken email connections, sync failures, missing or mismatched entries, and permission changes made on the firm's side.
- Diagnose whether an issue is user error, configuration, a third-party IT change, or a product bug, and reproduce it before escalating.
- Escalate real bugs to engineering with clear reproduction steps.
- Add users, adjust settings, and handle configuration change requests for existing firms.
- Write and maintain help articles, IT-facing setup instructions, and internal troubleshooting docs.
- Flag at-risk or frustrated accounts to the team.
Requirements:
- Hands-on Google Workspace admin and/or Microsoft 365 / Exchange admin experience, including OAuth third-party app connections, admin consent, delegated access, and mail flow and forwarding rules.
- Experience coordinating with external IT providers or MSPs to get something approved or deployed.
- Prior customer support experience in a technical SaaS product.
- Able to lead a screen-share call and guide non-technical users through setup without losing them.
- Persistent and organized, comfortable owning a queue of half-finished onboardings and chasing them down.
- Strong written English, as support and IT coordination are mostly written.
- Available during 8am-4pm US Pacific.
- Reliable internet, quiet space, and a working webcam.
Nice to have:
- Worked at or with an MSP or IT consultancy.
- Familiarity with legal practice management software such as Clio or MyCase.
- Experience supporting small professional services firms.
- Experience with a shared inbox or helpdesk tool.
What success looks like:
- Firms reach fully live status quickly, including the ones that need their IT provider involved.
- Nothing sits stalled and untracked.
- Escalations arrive at engineering already diagnosed, not just forwarded.
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