📍 Job Overview

Job Title: LegalTech Customer Support Specialist
Company: Callidus Legal AI
Location: Dallas, Texas, United States
Job Type: Full-Time, Hybrid (4-5 days on-site per week)
Category: Customer Support, LegalTech
Date Posted: June 20, 2025
Experience Level: 2-5 years
Remote Status: On-site preferred, unicorn candidates considered in McKinney, TX, Austin, TX, and San Francisco, CA

🚀 Role Summary

Deliver white-glove customer support to Callidus Legal AI's rapidly growing lawyer base using cutting-edge AI technology
Troubleshoot issues, create self-service resources, and act as the friendly human layer over advanced legal generative AI
Collaborate with cross-functional teams to ensure customer satisfaction and drive product improvement
Join a high-intensity, outcome-obsessed culture with fresh funding and significant growth potential

📝 Enhancement Note: This role offers an exciting opportunity to be at the forefront of AI innovation in the legal industry, working with a powerful platform that is transforming the way lawyers practice law. The ideal candidate will be passionate about AI, have strong communication skills, and thrive in a fast-paced, dynamic environment.

💻 Primary Responsibilities

Customer Support: Respond to tickets and emails with accurate, empathetic, and insightful solutions, ensuring immediate resolution and customer satisfaction
Troubleshooting: Diagnose and resolve billing, permissions, and usage issues, reproduce bugs, and provide workarounds to customers
Live Support: Handle inbound calls, schedule Zoom screen-shares, and be the calm, knowledgeable voice of Callidus Legal AI
Onboarding & Training: Run live walkthroughs, create tailored workflows, and monitor early-stage adoption to ensure time-to-value for customers
Content Creation: Produce concise Loom videos, GIFs, and step-by-step articles for the in-app knowledge base to improve self-service capabilities
Support Automation: Incorporate ticketing, email, automation, and AI tools to expand impact and streamline support processes
Sales Collaboration: Assist with account hand-offs, upsell opportunities, and renewal health checks by sharing usage insights and customer feedback
Insight Aggregation & Debugging: Gather feature requests, track root causes, and relay patterns to the product team to inform continuous improvement

📝 Enhancement Note: This role requires strong problem-solving skills, a deep understanding of legal processes, and the ability to thrive in a fast-paced, dynamic environment. The ideal candidate will be comfortable working with cutting-edge AI technology and have a passion for helping customers succeed.

🎓 Skills & Qualifications

Education: Bachelor's degree in Legal Studies, Paralegal Studies, or a related field (or equivalent experience)

Experience: 2-5 years of relevant experience in customer support, legal, or a related field

Required Skills:

Excellent written and verbal communication skills
Some form of legal experience
Strong technical acumen and comfort using AI tools
Excellent problem-solving capabilities
Ability to work well beyond standard business hours to support customers
Proficiency in using customer support tools like Zendesk
Ability to commute to the Dallas office 4-5 days per week

Preferred Skills:

LegalTech or SaaS experience
Startup experience
Significant personal use of AI tools
Experience with creating training materials and onboarding customers
Comfortable on camera creating training materials

📝 Enhancement Note: While not required, experience in LegalTech or SaaS customer support can be beneficial in this role. Additionally, candidates with a strong passion for AI and a willingness to learn and adapt in a fast-paced environment are highly valued.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Examples of customer support tickets or emails demonstrating problem-solving skills and empathy
Evidence of creating self-service resources, such as knowledge base articles or video tutorials
Examples of successful customer onboarding and training initiatives

Technical Documentation:

Documentation of troubleshooting processes and workarounds for common issues
Examples of collaboration with cross-functional teams to improve customer support processes
Evidence of gathering and analyzing customer feedback to inform product improvement

📝 Enhancement Note: As this role focuses on customer support and not web development, a traditional web portfolio is not required. Instead, candidates should focus on demonstrating their problem-solving skills, customer support experience, and ability to create helpful resources for customers.

💵 Compensation & Benefits

Salary Range: $55,000 - $85,000 per year (USD)

Benefits:

Comprehensive medical, dental, and vision coverage
Life insurance
Paid Time Off (PTO) and company holidays
Meaningful equity in a fast-growing startup

Working Hours: Full-time, with a flexible schedule that may require responsiveness to customer needs outside of standard business hours

📝 Enhancement Note: While the salary range for this role is provided, it is essential to research regional salary standards and cost of living for a more accurate assessment of compensation. Additionally, the benefits package is comprehensive and designed to support the well-being of employees in a fast-paced, growing startup environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: LegalTech, AI

Company Size: Early-stage startup (rapidly growing)

Founded: 2023

Team Structure:

Cross-functional teams collaborating on product development, customer support, and sales
Flat hierarchy with a strong emphasis on ownership and autonomy
A culture of high-intensity, outcome-obsessed individuals working together to drive success

Development Methodology:

Agile development processes with a focus on rapid iteration and continuous improvement
Strong emphasis on customer feedback and data-driven decision-making
Collaborative environment with regular team meetings and stand-ups

Company Website: Callidus Legal AI

📝 Enhancement Note: Callidus Legal AI is an early-stage startup with a strong focus on innovation and growth. The company culture values high-intensity, outcome-obsessed individuals who are passionate about transforming the legal industry through AI technology.

📈 Career & Growth Analysis

Customer Support Specialist Role Level: Entry to mid-level, with a focus on customer support, troubleshooting, and resource creation

Reporting Structure: Reports directly to the Head of Operations, with close collaboration with the product, sales, and engineering teams

Technical Impact: Directly responsible for ensuring customer satisfaction and driving product improvement through customer feedback and support data

Growth Opportunities:

Expansion into new markets and customer segments as the company grows
Opportunities to take on more responsibility and leadership within the customer support team
Potential to transition into other roles within the company, such as product management or sales, as the company expands

📝 Enhancement Note: As an early-stage startup, Callidus Legal AI offers significant growth opportunities for employees who demonstrate strong performance and a commitment to the company's mission. The ideal candidate will be eager to take on new challenges and grow with the company.

🌐 Work Environment

Office Type: Modern, collaborative workspace designed to facilitate cross-functional teamwork and innovation

Office Location(s): Dallas, Texas, with remote work options for unicorn candidates in McKinney, TX, Austin, TX, and San Francisco, CA

Workspace Context:

Open-concept floor plan with dedicated workspaces for each team member
Access to multiple monitors and testing devices to support customer support and troubleshooting efforts
Regular team-building activities and social events to foster a strong company culture

Work Schedule: Full-time, with a flexible schedule that may require responsiveness to customer needs outside of standard business hours

📝 Enhancement Note: While the work environment at Callidus Legal AI is collaborative and flexible, the role of Customer Support Specialist requires a strong commitment to customer satisfaction and may necessitate responsiveness to customer needs outside of standard business hours.

📄 Application & Technical Interview Process

Interview Process:

30-minute chat with the Head of Operations to discuss the role and company culture
30-minute problem-solving interview with an engineer to assess technical skills and troubleshooting abilities
30-minute session with the CEO to evaluate cultural fit and long-term potential

Portfolio Review Tips:

Highlight examples of successful customer support interactions and resource creation
Demonstrate a strong understanding of legal processes and AI technology
Showcase problem-solving skills and a customer-centric mindset

Technical Challenge Preparation:

Familiarize yourself with Callidus Legal AI's platform and customer support processes
Brush up on your legal knowledge and understanding of AI technology
Prepare for questions about customer support best practices and troubleshooting strategies

ATS Keywords: Customer Support, LegalTech, AI, Troubleshooting, Problem-Solving, Communication, Training, Onboarding, Sales Collaboration, Insight Aggregation, Debugging, Zendesk, Superhuman, ChatGPT, Billing, Permissions, Usage, Legal Experience

📝 Enhancement Note: The interview process for the Customer Support Specialist role at Callidus Legal AI is designed to be fast and efficient, with a focus on assessing the candidate's problem-solving skills, customer support experience, and cultural fit. Candidates should be prepared to discuss their experience with customer support, troubleshooting, and resource creation, as well as their understanding of legal processes and AI technology.

🛠 Technology Stack & Web Infrastructure

As this role focuses on customer support and not web development, there is no relevant technology stack or web infrastructure to discuss.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Always prioritize the customer's needs and strive to provide exceptional support
Empathetic: Understand and share the feelings of customers to provide personalized support
Proactive: Anticipate customer needs and take action to prevent issues before they arise
Continuous Learning: Stay up-to-date with the latest legal trends and AI technologies to provide informed support

Collaboration Style:

Cross-Functional: Work closely with product, sales, and engineering teams to ensure customer satisfaction and drive product improvement
Transparent: Communicate openly and honestly with customers and internal teams to build trust and foster collaboration
Adaptable: Embrace change and adapt to new processes and technologies to continuously improve customer support

📝 Enhancement Note: Callidus Legal AI's customer support team values a customer-centric, empathetic, and proactive approach to customer support. The ideal candidate will be passionate about helping customers succeed and committed to continuous learning and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex billing, permissions, and usage issues in a rapidly evolving AI platform
Staying up-to-date with the latest legal trends and AI technologies to provide informed support
Balancing responsiveness to customer needs with efficient resource creation and support automation

Learning & Development Opportunities:

Expanding legal knowledge and expertise through customer interactions and research
Developing advanced troubleshooting and problem-solving skills through real-world challenges
Gaining experience in customer support best practices and resource creation strategies

📝 Enhancement Note: As an early-stage startup in the rapidly evolving legal AI space, Callidus Legal AI offers significant opportunities for growth and learning. The ideal candidate will be eager to take on new challenges and committed to continuous improvement in their customer support skills and legal knowledge.

💡 Interview Preparation

Technical Questions:

Describe a complex customer support issue you've faced in the past and how you resolved it
How do you approach onboarding and training customers to ensure a positive experience and time-to-value?
Can you walk us through your process for gathering and analyzing customer feedback to inform product improvement?

Company & Culture Questions:

How do you stay up-to-date with the latest legal trends and AI technologies to provide informed support?
Can you describe a time when you went above and beyond to help a customer, and what was the outcome?
How do you balance responsiveness to customer needs with efficient resource creation and support automation?

Portfolio Presentation Strategy:

Highlight examples of successful customer support interactions and resource creation
Demonstrate a strong understanding of legal processes and AI technology
Showcase problem-solving skills and a customer-centric mindset through real-world examples and anecdotes

📝 Enhancement Note: The interview process for the Customer Support Specialist role at Callidus Legal AI is designed to assess the candidate's problem-solving skills, customer support experience, and cultural fit. Candidates should be prepared to discuss their experience with customer support, troubleshooting, and resource creation, as well as their understanding of legal processes and AI technology.

📌 Application Steps

To apply for the LegalTech Customer Support Specialist position at Callidus Legal AI:

Submit your application through the application link provided
Customize your resume and portfolio to highlight your customer support experience, problem-solving skills, and legal knowledge
Prepare for the interview process by familiarizing yourself with Callidus Legal AI's platform, customer support processes, and legal AI trends
Research Callidus Legal AI's company culture and mission to ensure a strong fit with your personal values and career goals

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do NOT include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support, legal, and AI roles
Include customer support methodologies, troubleshooting techniques, and resource creation strategies
Emphasize customer-centric mindset, empathy, and problem-solving skills
Address customer support team dynamics, cross-functional collaboration with product, sales, and engineering teams
Focus on customer support career progression, emerging AI technologies, and technical specialization

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information
Only include Enhancement Notes when making significant inferences about customer support processes, troubleshooting, or team structure
Be comprehensive but concise, prioritizing actionable information over descriptive text
Strategically distribute customer support and AI-related keywords throughout all sections naturally
Provide realistic salary ranges based on location, experience level, and customer support specialization

Industry Expertise:

Include specific customer support tools, AI technologies, and legal processes relevant to the role
Address customer support career progression paths and technical leadership opportunities in customer support teams
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies
Include customer support-specific interview preparation and coding challenge guidance
Emphasize customer support best practices, resource creation, and AI integration

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout
Use customer support and AI industry terminology appropriately and accurately
Include comprehensive benefits and growth opportunities relevant to customer support professionals
Provide actionable insights that give customer support candidates a competitive advantage
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement

Customer Support & AI Focus:

Emphasize customer support best practices, resource creation, and AI integration
Include specific customer support tools, AI technologies, and legal processes relevant to the role
Address customer support career progression paths and technical leadership opportunities in customer support teams
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies
Include customer support-specific interview preparation and coding challenge guidance
Focus on customer support best practices, resource creation, and AI integration

Avoid:

Generic business jargon not relevant to customer support, legal, or AI roles
Placeholder text or incomplete sections
Repetitive content across different sections
Non-customer support terminology unless relevant to the specific role
Marketing language unrelated to customer support, legal, or AI

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals seeking their next opportunity and preparing for technical interviews in the customer support industry.

LegalTech Customer Support Specialist