PracticePanther is a leading solution in legal practice management software. Founded in 2012, the company has grown at unprecedented rates and now serves tens of thousands of customers in 170 countries. The company’s SaaS solution is designed to be robust, intuitive, and user-friendly and includes capabilities such as client and case management, time tracking, billing, expense management, payment processing, calendaring, and much more for law firms. PracticePanther is a part of Paradigm, a portfolio company of Alpine Investors in California.

The Mission of the Role

To provide effective, professional, and quality service while also maintaining strong client relationships. Work closely with product & development to ensure the needs of our clients are met clearly.

Job Description

You are responsible for communicating with clients to resolve inquiries in a timely manner. You will work with clients to answer questions, identify bugs, and resolve issues. You will relay feedback to our product and development teams and be the voice of our customer to mitigate client requests and issues professionally.

Key Responsibilities

Responsible for providing high level support via Phone, Chat, & Email
Identifying and resolving client issues/concerns
Establish customer relationships
Improve client retention
Diagnose bugs
Communicate customer issues/requests to development team
Working with the latest cloud support systems such as Intercom, Salesforce, JIRA, etc

Experience & Qualities

Experience

2+ years customer support experience
2+ years SaaS environment experience
Knowledge in the legal industry advantageous
Knowledge with SalesForce, Intercom, JIRA, G Suite

Qualities

Must be patient, empathetic, and have great communication skills
Data driven individual
Strong interpersonal skills to work collaboratively with different departments
Comfortable with technology and learning new software
Ability to handle escalated customer issues
Self-motivated, diligent, and can inspire others
Excellent verbal and written communication skills
Organized, detail oriented, and able to manage multiple tasks
Must be personable and enjoy working in a client-facing role
Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical

Other

Location: Remote
Compensation: Competitive
Other Benefits: 401k matching, competitive health care coverage + FSA, equal maternity/paternity leave.
Culture: Fast-moving, high-energy and passionate team in a casual, laid-back environment

About Paradigm Inc

Paradigm is a novel and rapidly growing legal technology business that offers a suite of product solutions to allow lawyers to automate their firms, get more done in less time, and focus on what they do best: practicing law. The business currently includes three leading practice management and online payment solutions – PracticePanther, Bill4Time, Headnote and MerusCase.

Paradigm operates as a single business and team with multiple software solutions. Our software offerings have the ability to scale in different niches of the market, and the shared resources, talent, and expertise allow us to accelerate growth across the portfolio. Paradigm will continue to grow each of these platforms organically, while also looking for new acquisitions that can bolster our position as a leading legal technology company. Paradigm has ~100 employees based in New York, Florida, Washington, California, and other locations across the US, and is part of ASG, a portfolio company of Alpine Investors.

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