Customer Support Representative

Summary

Join vLex, a global legal intelligence platform, as a remote Customer Support Representative and contribute to their legal research revolution. You will provide expert support to legal professionals, ensuring they can effectively utilize vLex's powerful research tools, including their award-winning Vincent AI legal intelligence platform. This role involves handling diverse support inquiries, troubleshooting technical issues, and contributing to special projects that enhance the overall customer experience. You will work afternoon and evening hours (1:00 p.m. – 9:00 p.m. ET) and report to Sam Peacoe, Director of Customer Support at vLex. This opportunity allows you to make a meaningful impact while working remotely and gaining valuable experience in the rapidly growing legal technology sector.

Requirements

• Customer Service Experience: You have 2+ years in customer service, technical support, or a related field where you have demonstrated your ability to solve problems and create positive customer experiences. You have remained calm and effective even during challenging interactions
• Technical Aptitude: You have shown the ability to quickly learn and navigate technical systems, explaining complex concepts in simple terms to users with varying technical abilities. Experience supporting software products is valuable, with legal technology experience a plus
• Communication Excellence: You have developed strong written and verbal communication skills that allow you to convey solutions clearly and professionally across multiple channels. You have adapted your approach to match different customer needs and situations
• Problem-Solving Skills: You have experience diagnosing issues accurately and finding effective solutions, even in challenging scenarios. You have demonstrated when to follow established procedures and when creative thinking is needed to address unique customer needs
• Organizational Efficiency: You have demonstrated the ability to manage multiple priorities effectively, maintaining high-quality support while handling numerous cases simultaneously. Your time management skills help you balance immediate customer needs with longer-term project work

Responsibilities

• Provide Multi-Channel Support: You will deliver exceptional customer assistance via phone, email, and chat with prompt, friendly responses. You will guide users through vLex's platform features and functionality, ensuring they can effectively utilize their powerful research tools across vLex (including Vincent AI), Fastcase, and Docket Alarm
• Troubleshoot Technical Issues: You will diagnose and resolve a wide range of customer challenges from login problems to complex research queries. You will apply your technical aptitude and growing product knowledge to provide accurate solutions quickly
• Master Their Platform Ecosystem: You will rapidly learn and retain detailed information about vLex's extensive content library, advanced search functionality, and AI capabilities through their Vincent AI platform. You will become proficient with all their integrated products – vLex, Fastcase, and Docket Alarm – and continuously update your knowledge as new features and enhancements are released
• Take Ownership of Customer Concerns: You will follow each issue from first contact to resolution with proactive follow-up. You will ensure customer satisfaction while identifying patterns that might inform product improvements or training opportunities
• Complete Special Projects: You will manage assigned initiatives that support business operations and enhance the customer experience, such as developing support documentation, testing new features, or analyzing common support requests
• Maintain Detailed Records: You will document all customer interactions in vLex's CRM system with accuracy and thoroughness. Your attention to detail will ensure complete customer histories and that valuable feedback reaches appropriate internal teams
• Collaborate Across Teams: You will work seamlessly with vLex's Product, Engineering, and Sales departments to address complex customer needs and contribute to overall company success

Preferred Qualifications

• Proactive Problem-Solver: You don't just react to issues—you anticipate them. Your forward-thinking approach enables you to identify potential problems before they affect customers and take preventive action
• Rapid Learner: You absorb and apply new information with remarkable speed. Whether mastering product updates, adapting to new procedures, or understanding legal concepts, you quickly become knowledgeable in areas that were previously unfamiliar
• Genuine Empathy: You truly care about helping others succeed. You listen attentively to understand not just the technical problem but the customer's underlying goals, allowing you to provide support that genuinely addresses their needs
• Calm Under Pressure: You maintain a professional demeanor even during high-stress situations. When customers are frustrated, your steady presence helps de-escalate tensions and focus on constructive solutions
• Detail Orientation: You pay close attention to specifics, ensuring accuracy in your troubleshooting, documentation, and follow-up. Your thoroughness prevents recurring issues and builds customer confidence
• CRM Experience (Preferred): You have worked with customer relationship management systems to track interactions and maintain detailed records. Familiarity with support ticketing systems and knowledge bases gives you a head start in this role
• Legal Knowledge (Preferred): You have some familiarity with legal terminology or concepts. While not required, this background helps you understand customer queries more quickly and provide more relevant support

Benefits

• ���� Competitive Compensation: You will earn $48,000-$52,000 annually with opportunities for performance-based increases as you develop expertise and demonstrate excellence in your support role
• ���️ Comprehensive Benefits: You will enjoy full healthcare coverage including medical, dental, and vision plans. vLex also offers pet insurance because they understand your furry family matters too. Your wellbeing is important to them, both on and off the clock
• ���� Remote Work Advantage: You will have the flexibility of working from your preferred location, eliminating commute time and allowing you to create a comfortable, productive environment. While the hours are fixed (1:00 p.m. - 9:00 p.m. ET), your workspace is yours to customize
• ���� Career Development: You will gain valuable experience in the rapidly growing legal technology sector. Support roles at vLex often lead to advancement opportunities in Customer Success, Implementation, or Product teams. They invest in your growth through regular training initiatives
• ���� Work-Life Integration: You will benefit from the afternoon/evening schedule, which may be perfect for early risers who want mornings free, students taking morning classes, or those who prefer later working hours. vLex respects boundaries between work and personal time to prevent burnout
• ���� Skill Building: You will become an expert in legal research tools, AI applications, and customer service excellence across multiple legal technology platforms. The specialized knowledge you gain supports not only your current role but builds valuable expertise for your long-term career growth
• ���� Meaningful Impact: You will help legal professionals access critical information that shapes case outcomes and important legal decisions. Your support directly enables attorneys to serve their clients more effectively, creating real-world impact through your daily work