Product Support Specialist

Description

About Us:

Hello, we're Flare! We are reimagining how attorneys and clients work together. We are obsessed with building solutions that empower attorneys and consumers through the legal journey. Funded by leading VC firms, we are an industry leader in legal technology. Our platform simplifies the delivery of complex legal services while providing ease and clarity to clients and attorneys throughout the process. With a global team that brings a fresh perspective, Flare is revolutionizing the way legal services are delivered. We're a team of creative problem-solvers who want to make the world a better place. Join us.

Check out helloflare.com for more!

Overview

At Flare, we're transforming consumer legal services by focusing on the core of human experiences. Our platform isn't just a service; it's a belief that legal transactions should be intuitive, empowering, and accessible.This sets us apart in the market and offers a unique chance to reshape how legal services are accessed and experienced.

As a Product Support Specialist at Flare, you'll play a pivotal role in shaping the client and co counsel experience with Flare's product. Your insights and support will be crucial in ensuring we not only provide excellent experiences for our clients today, but also help shape the future of what it could look like tomorrow!

Salary Range: $90k - $115k

Schedule: Hybrid (Tues-Thurs in-office)

What you'll do:

• Become the expert on the product; work with our Research & Development and product teams to become the expert on how the client and attorney products work. Get to know the ins and outs, the workarounds and the overall flow so you can field questions and concerns easily
• Work cross functionally across product, operations and more: Attend stand-up team meetings and actively participate as required and partner with our domestic and international teams to make sure everyone is on the same page
• Bug Triage and Troubleshooting: Monitor various channels of communication and escalate incidents to the appropriate SME or product team for resolution. Keep communication flowing so everyone is in the loop from triage to resolution.
• Prioritization of Fixes: Collaborate with the product and operations teams to prioritize bug fixes and updates based on customer impact, frequency, and severity. Ensure that the most critical issues are addressed promptly and are not falling through the cracks
• Customer Interaction: Engage directly with clients and attorneys who have run into issues with the product.
• Trend Analysis and communication: Monitor and analyze bug and issue trends, identifying patterns that could indicate larger systemic problems. Provide regular insights to teams across the company on what bug volume looks like, what the biggest issues are, trends and timelines and more
• Documentation: Maintain detailed records of all reported bugs, issues, and their resolutions. Create and update internal and external knowledge base articles, training and resources to assist our front line teams

Who you are:

• 2-4 years of experience in a product support, technical support, or similar role. Experience working with cross-functional teams is highly desirable.
• Strong problem-solving skills with a solid understanding of software products and troubleshooting techniques. Familiarity with [specific tools or platforms, e.g., JIRA, Salesforce] is a plus
• A passion for delivering an exceptional customer experience, with the ability to empathize with clients and attorneys and anticipate their needs
• Highly organized with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• An excellent communicator who can not only hold heir own in meetings/verbally but also is great with written communication
• Proven aptitude for working within tight deadlines and a fast paced environment
• Self motivated and constantly curious - you always want to get to the bottom of an issue!

Why us:

• An opportunity to lead and drive impact in the top Legal & Compliance role in a legaltech company that is generating positive outcomes for a massive client base
• Developing innovative technologies that solve some of the most complicated human processes
• Diverse culture
• Comprehensive benefits package, including health insurance, retirement plans, and unlimited paid time off.
• Dynamic and collaborative work environment with opportunities for career growth and advancement.
• We're a well-funded startup with A-list investors and big plans to become the largest legal care company in the world

Flare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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