Customer Support Representative

The Opportunity:

Join the legal intelligence revolution from the comfort of your home office! As a remote Customer Support Representative at vLex, you'll be the essential link between their cutting-edge legal research platform and the professionals who rely on it every day.

Working afternoon and evening hours (1:00 p.m. – 9:00 p.m. ET), you'll provide expert support that ensures attorneys, paralegals, and researchers can maximize the value of vLex's powerful tools, including their award-winning Vincent AI legal intelligence platform. This position is ideal for a high-energy problem solver who thrives in dynamic environments and enjoys making complex technology accessible to users.

You'll handle diverse support inquiries across multiple channels, troubleshoot technical issues, and contribute to special projects that enhance the overall customer experience. This role combines technical support with the satisfaction of helping legal professionals succeed in their important work.

Reporting to Sam Peacoe, Director of Customer Support at vLex, you'll maintain vLex's reputation for excellent service while directly contributing to customer retention and satisfaction across their entire product ecosystem – including vLex (featuring their award-winning Vincent AI legal intelligence platform), Fastcase, and Docket Alarm. If you're a fast learner who enjoys solving problems and helping others succeed, this opportunity allows you to make a meaningful impact while working remotely.

• Provide Multi-Channel Support: You will deliver exceptional customer assistance via phone, email, and chat with prompt, friendly responses. You will guide users through vLex's platform features and functionality, ensuring they can effectively utilize their powerful research tools across vLex (including Vincent AI), Fastcase, and Docket Alarm.
• Troubleshoot Technical Issues: You will diagnose and resolve a wide range of customer challenges from login problems to complex research queries. You will apply your technical aptitude and growing product knowledge to provide accurate solutions quickly.
• Master Their Platform Ecosystem: You will rapidly learn and retain detailed information about vLex's extensive content library, advanced search functionality, and AI capabilities through their Vincent AI platform. You will become proficient with all their integrated products – vLex, Fastcase, and Docket Alarm – and continuously update your knowledge as new features and enhancements are released.
• Take Ownership of Customer Concerns: You will follow each issue from first contact to resolution with proactive follow-up. You will ensure customer satisfaction while identifying patterns that might inform product improvements or training opportunities.
• Complete Special Projects: You will manage assigned initiatives that support business operations and enhance the customer experience, such as developing support documentation, testing new features, or analyzing common support requests.
• Maintain Detailed Records: You will document all customer interactions in vLex's CRM system with accuracy and thoroughness. Your attention to detail will ensure complete customer histories and that valuable feedback reaches appropriate internal teams.
• Collaborate Across Teams: You will work seamlessly with vLex's Product, Engineering, and Sales departments to address complex customer needs and contribute to overall company success.

• Customer Service Experience: You have 2+ years in customer service, technical support, or a related field where you have demonstrated your ability to solve problems and create positive customer experiences. You have remained calm and effective even during challenging interactions.
• Technical Aptitude: You have shown the ability to quickly learn and navigate technical systems, explaining complex concepts in simple terms to users with varying technical abilities. Experience supporting software products is valuable, with legal technology experience a plus.
• Communication Excellence: You have developed strong written and verbal communication skills that allow you to convey solutions clearly and professionally across multiple channels. You have adapted your approach to match different customer needs and situations.
• Problem-Solving Skills: You have experience diagnosing issues accurately and finding effective solutions, even in challenging scenarios. You have demonstrated when to follow established procedures and when creative thinking is needed to address unique customer needs.
• Organizational Efficiency: You have demonstrated the ability to manage multiple priorities effectively, maintaining high-quality support while handling numerous cases simultaneously. Your time management skills help you balance immediate customer needs with longer-term project work.

• Proactive Problem-Solver: You don't just react to issues—you anticipate them. Your forward-thinking approach enables you to identify potential problems before they affect customers and take preventive action.
• Rapid Learner: You absorb and apply new information with remarkable speed. Whether mastering product updates, adapting to new procedures, or understanding legal concepts, you quickly become knowledgeable in areas that were previously unfamiliar.
• Genuine Empathy: You truly care about helping others succeed. You listen attentively to understand not just the technical problem but the customer's underlying goals, allowing you to provide support that genuinely addresses their needs.
• Calm Under Pressure: You maintain a professional demeanor even during high-stress situations. When customers are frustrated, your steady presence helps de-escalate tensions and focus on constructive solutions.
• Detail Orientation: You pay close attention to specifics, ensuring accuracy in your troubleshooting, documentation, and follow-up. Your thoroughness prevents recurring issues and builds customer confidence.
• CRM Experience (Preferred): You have worked with customer relationship management systems to track interactions and maintain detailed records. Familiarity with support ticketing systems and knowledge bases gives you a head start in this role.
• Legal Knowledge (Preferred): You have some familiarity with legal terminology or concepts. While not required, this background helps you understand customer queries more quickly and provide more relevant support.

• Stage 1 (Exploratory Call): Begin with an insightful 30-minute conversation facilitated by Pana Partners, vLex's trusted talent acquisition partner. We'll explore your customer support experience, technical troubleshooting abilities, and how a remote afternoon/evening role aligns with your professional and personal goals. You'll gain a clear understanding of vLex's legal technology ecosystem and the vital support you'll provide to legal professionals.
• Stage 2 (Hiring Manager Interview): Engage in a focused 30-minute video conversation with Sam Peacoe, Director of Customer Support at vLex. This discussion will delve into your approach to customer service excellence, technical problem-solving, and remote work effectiveness. Sam will share insights about vLex's support philosophy and how you'll contribute to their continued success across their product suite.
• Stage 3 (Final Steps & Onboarding): After confirming mutual interest, vLex will conduct brief reference conversations before extending a formal offer. Upon acceptance, you'll begin a comprehensive virtual onboarding program carefully designed for remote team members. This thorough training will build your knowledge of legal research concepts, their platform capabilities, and support protocols – ensuring you're fully equipped to provide exceptional assistance from day one.

• 💰 Competitive Compensation: You will earn $48,000-$52,000 annually with opportunities for performance-based increases as you develop expertise and demonstrate excellence in your support role.
• ⚕️ Comprehensive Benefits: You will enjoy full healthcare coverage including medical, dental, and vision plans. vLex also offers pet insurance because they understand your furry family matters too. Your wellbeing is important to them, both on and off the clock.
• 🏠 Remote Work Advantage: You will have the flexibility of working from your preferred location, eliminating commute time and allowing you to create a comfortable, productive environment. While the hours are fixed (1:00 p.m. - 9:00 p.m. ET), your workspace is yours to customize.
• 📈 Career Development: You will gain valuable experience in the rapidly growing legal technology sector. Support roles at vLex often lead to advancement opportunities in Customer Success, Implementation, or Product teams. They invest in your growth through regular training initiatives.
• 🔄 Work-Life Integration: You will benefit from the afternoon/evening schedule, which may be perfect for early risers who want mornings free, students taking morning classes, or those who prefer later working hours. vLex respects boundaries between work and personal time to prevent burnout.
• 🎓 Skill Building: You will become an expert in legal research tools, AI applications, and customer service excellence across multiple legal technology platforms. The specialized knowledge you gain supports not only your current role but builds valuable expertise for your long-term career growth.
• 🤝 Meaningful Impact: You will help legal professionals access critical information that shapes case outcomes and important legal decisions. Your support directly enables attorneys to serve their clients more effectively, creating real-world impact through your daily work.

About vLex:

vLex is a global legal intelligence platform providing professionals with access to the most extensive collection of legal and regulatory information in the world. Founded over 20 years ago and recently strengthened through their merger with Fastcase, they've grown to serve thousands of law firms, government agencies, and corporate legal departments across more than 100 countries.

At the heart of their innovation is Vincent AI, their award-winning legal intelligence platform that helps legal professionals find relevant information faster than ever before. Their comprehensive product suite also includes Fastcase and Docket Alarm, offering legal professionals powerful tools for case law research and court docket tracking. vLex's commitment to technology has earned them recognition as one of the most innovative companies in legal tech.

They're a truly global team with offices strategically positioned to support their international client base, complemented by remote team members who bring diverse perspectives and expertise. The legal research market represents a tremendous growth opportunity – making customer support a vital component to their company's continued success.

Research shows that many candidates apply to jobs when they meet an average of 60% of the criteria, while women and other underrepresented candidates often only apply when they check every box. If you're excited about this opportunity but don't meet every qualification, vLex still encourages you to apply. They'd love to learn more about your unique background and how you might contribute to their team.

vLex is an Equal Employment Opportunity employer – All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability, sexual orientation, gender identity, or any other characteristic protected by law.