Provide end-to-end customer support for deposition workflows, manage account and data accuracy, run voice-of-customer feedback processes, troubleshoot issues across systems, and collaborate with Product and Engineering to improve SaaS operations and customer experience.
Filevine is a Legal AI company delivering Legal Operating Intelligence for the future of legal work. Grounded in a singular system of truth, Filevine brings together data, documents, workflows, and teams into one unified platform—where modern legal work happens with clarity and consistency.
Powered by LOIS, the Legal Operating Intelligence System, Filevine connects context across every matter to transform legal operations from reactive to proactive. LOIS reads, understands, and reasons across your data to surface insight, automate complexity, and give professionals the clarity and confidence to see more, know more, and do more. Fueled by a team of exceptional collaborators and innovators, Filevine’s rapid growth has earned AI awards and recognition from Deloitte and Inc. as one of the most innovative and fastest-growing technology companies in the country.
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.
What You'll Do
- 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.
Who You Are
- 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
Compensation Information: $61,000-72,000
The base salary range represents the low and high end of the salary range for this position. The total compensation package for this position will be determined by each individual’s location, qualifications, education, work experience, skills and performance. We believe in the importance of pay equity - the range listed is just one component of Filevine’s total compensation package for employees. This position is also eligible for a paid time off policy, as well as a comprehensive benefits package.
Filevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability, or if you have concerns related to Filevine’s equal employment opportunities, you may contact us at [email protected]
Cool Company Benefits:
- A dynamic, rapidly growing company, focused on helping organizations thrive
- Medical, Dental, & Vision Insurance (for full-time employees)
- Competitive & Fair Pay
- Maternity & paternity leave (for full-time employees)
- Short & long-term disability
- Opportunity to learn from a dedicated leadership team
- Top-of-the-line company swag
Privacy Policy Notice
Filevine will handle your personal information according to what’s outlined in our Privacy Policy.
Communication about this opportunity, or any open role at Filevine, will only come from representatives with email addresses using "filevine.com". Other addresses reaching out are not affiliated with Filevine and should not be responded to.
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