Job Description

About the Role

The Customer Support Associate plays a vital role in ensuring Filevine’s day-to-day operations run smoothly, accurately, and efficiently. You’ll serve as a key contact for scheduling, account maintenance, voice-of-the-customer projects, and customer support. 

This is a cross-functional, hands-on, process-driven role with diverse tasks: you’ll move between systems, solve problems in real time, and ensure everything is in place to deliver an exceptional customer experience.

• Customer Experience: Create and maintain voice of the customer feedback loops and processes, reporting, and documentation, and work cross-functionally to improve the products and policy that impact customer experience
• Customer Support: Own decision-making when troubleshooting issues as they arise for customers. Provide high-quality, end-to-end support (email, phone) across all products and services throughout the deposition lifecycle.
• Account & Data Management: Maintain clean, accurate organization and user data to support billing, reporting, and downstream workflows.
• SaaS Operations: Collaborate with Product and Engineering to design, optimize, and execute processes that ensure timely, high-quality deliverables across our SaaS products.

• 2+ years in customer or technical support in a fast-paced environment
• Process-minded and detail-oriented, with strong organizational and time management skills
• Empathetic communicator who thrives in both written and verbal customer interactions
• Comfortable navigating multiple systems, handling confidential documents, and juggling shifting priorities
• Legal, legal tech, and back-office operations experience is a plus
• Zendesk, Quo, and Zoom experience is a plus

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