Customer Success Specialist

Lawmatics

. Master all aspects of the Lawmatics client intake, CRM, and marketing automation platform .

Posted 9/23/2026full-timeSan Diego • California • United StatesJunior💰 $25 - $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success through effective communication, technical troubleshooting, and collaboration with cross-functional teams. Proficient in utilizing CRM and marketing automation tools to enhance client engagement and satisfaction.

Highest-signal resume keywords

Customer Success ExperienceTechnical Troubleshooting SkillsCRM ProficiencyExcellent Communication SkillsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRMBillingTicketingAI-Assisted WorkflowsTechnical Problem-SolvingProduct TrainingFeature TestingHelp Article CreationCustomer OnboardingIntegration Knowledge

Soft Skills

Interpersonal SkillsOrganizational ManagementCreative Problem-SolvingCuriosityTeam Player

Tools & Technologies

LawmaticsZapierVideo Conferencing ToolsEmailPhone Support

Industry Keywords

Customer SupportClient IntakeMarketing AutomationCustomer FeedbackRisk Mitigation

About the role

Key responsibilities & impact

Master all aspects of the Lawmatics client intake, CRM, and marketing automation platform
Participate in comprehensive training on the software solution
Educate customers on platform capabilities and best practices tailored to their goals and workflows
Respond to customer support inquiries via phone, email, and video conferencing
Investigate complex and ambiguous issues across systems and determine appropriate solutions
Collaborate with Engineering, Product, and Account Management to manage the support queue, mitigate risk, and reduce churn
Build help articles, training videos, and new programs while keeping details accurate and current
Understand the product roadmap to handle customer requests effectively
Provide customer feedback to the Product team
Test new features and functionality before release
Host or support live office-hour sessions
Document and escalate technical issues with reproduction steps and supporting evidence
Assist with billing, invoicing, and payment-processing questions
Guide customers through setup and configuration of new features
Explain Lawmatics integrations with third-party tools such as payment processors and Zapier, escalating complex third-party issues to providers

Requirements

What you’ll need

1+ years of experience in a customer success or service environment responding to customer requests via phone, email, and in-app messages
Excellent written and oral communication and interpersonal skills
Ability to explain technical concepts clearly to non-technical audiences
Comfortable learning and navigating CRM, billing, ticketing, AI-assisted workflows, and other internal tools and platforms
Curiosity about client efficiencies and obstacles
Aptitude for learning new products, processes, and systems
Sound judgment and confidence investigating and solving problems without a clear initial answer
Organizational management skills, prioritization, schedule adherence, and timely customer responses
Strong technical troubleshooting skills, perseverance, and patience
Creative, out-of-the-box problem-solving skills, including discovering workarounds
Ability to work cross-functionally with Engineering, Product, and Account Management
Ability to build strong relationships quickly
Team-player mindset and willingness to contribute process-improvement ideas
Ability to thrive in a fast-paced, collaborative environment and work independently
Monday–Friday availability, 8:00 AM–5:00 PM PT

Benefits

Comp & perks

Comprehensive training program
Hybrid work arrangement: Monday through Wednesday in the San Diego office and Thursday and Friday remote
Equal opportunity employer
Inclusive workplace