Customer Support & QA Specialist

Customer Support & QA Specialist

At FirmPilot, our mission is simple: help law firms grow faster. Every client interaction is a chance to prove that we're more than a vendor, we're a trusted partner. That's why we're hiring a Customer Support & QA Specialist who is ready to go above and beyond to deliver an unmatched client experience.

This role is not for someone looking to clock in and out: it's for someone who thrives in a fast-moving startup environment, who sees every challenge as a chance to improve, and who's willing to be on-call and flexible to ensure our customers feel supported every step of the way.

What You'll Do:

• Own and monitor our ticketing system: review, track, and engage to keep clients updated at every turn.
• Deliver outstanding technical assistance, taking full ownership of solutions from investigation to resolution.
• Respond to complex inquiries with speed, accuracy, and empathy, keeping customer satisfaction as your north star.
• Partner with CSMs, Product, and Engineering to identify root causes and create long-term solutions that scale.
• Document everything clearly so nothing slips through the cracks and our clients get consistent, reliable support.
• Identify gaps, refine workflows, and strengthen processes, driving both team and company-wide improvements.
• Be ready for shift flexibility, including evenings and weekends. Clients don't wait, and neither do we.

What We're Looking For:

• Someone providing critical East Coast to West Coast hours support.
• Candidates must also be available to support weekend operations and respond to on-call needs.
• Prior experience in QA, customer support, or account management—ideally in SaaS or startups.
• A natural problem-solver who thrives on ownership, detail, and speed.
• A strong collaborator who builds trust with teammates and clients alike.
• A passion for technology and for helping customers win.

This role is essential to FirmPilot's growth. You'll be the front line ensuring every client feels heard, supported, and confident in our product. If you're energized by the idea of going above and beyond for customers, you'll fit right in. Anticipated Salary Range: $60,000 - $65,000