Lead Technical Support Analyst

Employment Type: Full-Time Location Type: Remote Salary: [Salary information not provided]

Position Overview

EvenUp is a rapidly growing generative AI startup dedicated to leveling the playing field for personal injury victims. Our products assist law firms in securing faster settlements, higher payouts, and better outcomes for clients. We are seeking a Lead Technical Support Analyst to enhance our support function's operational excellence and build scalable support processes. The ideal candidate is a proactive problem-solver passionate about mentoring and optimizing customer experiences. This role involves hands-on problem resolution, process development, team coordination, and close collaboration with Product, Engineering, and Customer Success teams. You will lead a team of support analysts, guiding them in delivering high-quality, timely support and driving improvements in documentation, workflows, and tooling.

Responsibilities

• Provide mentorship to technical support analysts, including daily oversight, performance coaching, and professional development.
• Triage, prioritize, and resolve escalated customer issues, ensuring timely and effective resolutions.
• Collaborate with cross-functional teams (Product, Engineering, Legal Ops) to relay customer feedback and assist in identifying and resolving systemic issues.
• Develop and refine support processes to improve efficiency, consistency, and scalability.
• Create and maintain internal documentation, FAQs, and knowledge base articles for internal staff and end users.
• Track support metrics and team performance, using data to inform decision-making and process improvements.
• Support the onboarding and training of new analysts and assist in hiring as the team grows.
• Champion a culture of empathy, accountability, and continuous improvement within the support organization.

Requirements

• Secondary education in a relevant field (e.g., Information Technology, Business, Legal Studies, or equivalent experience).
• 3+ years of experience in a customer support function, preferably in a SaaS environment.
• Strong technical troubleshooting skills and a customer-first mindset.
• Proven ability to build and optimize support workflows and documentation systems.
• Excellent verbal and written communication skills, with the ability to translate technical language into user-friendly terms.
• Experience using support platforms such as Zendesk, Intercom, Freshdesk, or similar.
• Familiarity with legal software, legal operations, or legal tech is a plus.

Company Information

EvenUp is on a mission to level the playing field for personal injury victims across various case types, from motor vehicle accidents to child abuse. Our innovative products empower law firms to achieve better outcomes for their clients.

Benefits & Perks

Our goal is to empower every team member to contribute to our mission of fostering a more just world. We offer:

• Choice of medical, dental, and vision insurance plans for you and your family.
• Flexible paid time off.
• 10 US observed holidays and Canadian statutory holidays by province.
• A home office stipend.
• 401(k) for US-based employees.
• Paid parental leave.
• Sabbatical program.
• A meet-up program to get together in person with colleagues.

Notice to Candidates

EvenUp has been made aware of fraudulent job postings and unaffiliated third parties impersonating our recruiting team. Please be advised that we have no affiliation or connection to these situations. We only post open roles on our career page (https://jobs.ashbyhq.com/evenup) or reputable job boards such as our official LinkedIn or Indeed pages. All official EvenUp recruitment emails will originate from the domains @evenuplaw.com, @evenup.ai, @ext-evenuplaw.com, or no-reply@ashbyhq.com.

If you receive communication from an individual you believe is impersonating EvenUp, please report it to us by emailing talent-ops-team@evenuplaw.com. Examples of fraudulent email domains include "careers-evenuplaw.com" and "careers-evenuplaws.com".