NEW ROLE! - LegalTech SaaS! - Product Support Agent - $65k - $75k Base, Generous Bonus Structure – Safe Harbor 401k, equity – Remote position

ScoutLab represents a privately held Mediation Software Platform that is the first of its kind for dispute resolution and case practice management. Custom–made for dispute resolution, this software was designed to create easier and more secure ways to record, store and use data throughout the mediation process. Whether Private Practice, the Court System, Government, Corporate HR, or Higher Education, this software is the answer in one platform.About the companyThis privately held and self-funded firm founded in 2015, is seeking a Director of Sales to sell large/consultative deals to multiple verticals, and lead and scale a sales team.This firm is a leading provider of alternative dispute resolution (ADR) services, specializing in arbitration, mediation, negotiation, and conflict management. With a commitment to innovation, professionalism, and client-centric solutions, this firm is dedicated to reshaping the way disputes are resolved.The team at this firm comprises seasoned professionals with extensive experience in legal, business, and conflict resolution fields. Their collective expertise enables them to offer tailored and effective strategies for resolving disputes efficiently and effectively.Custom-made for Dispute resolution, this platform can assist your team in Solo Practice, Firm or Mediation Groups, Associations, Law Schools, State – County- and Local Government, Corporate workplaces and Higher Learning Institutions.Technology and flexibility drive the software at this firm, and they have designed an efficient, intuitive, collaborative, and secure platform that can change the way your organization accesses and stores critical information.About the role*Product Support role reporting to the Senior Director of Customer Success. Remote role, working from your home office.*$65K - $75k base salary, commensurate with experience, generous bonus structure. Outstanding benefits, 401k with safe harbor match and equity round out the compensation package.* Must have 2+ years of SaaS product support experience; LegalTech experience moves you to the top of the list. * Ability to explain technical concepts clearly to non-technical users.* Work directly with clients to troubleshoot issues, answer questions, and ensure a positive customer experience. * Assist with creating, proofreading, and updating Knowledge Center content and support documentation.OverviewOur firm, a strong, established brand in case and practice management software for dispute resolution practitioners, is seeking an ambitious Product Support Agent to support our incredible growth. Our innovative software solution is designed to streamline the workflow of professionals in the dispute resolution field, including mediators, arbitrators, and legal practitioners, enhancing their efficiency and effectiveness. The target market demographics tend to skew to an older, experienced practitioner, many of whom pursue dispute resolution as a second career. Maturity in interpersonal communications is therefore a priority.About the roleProduct Support Agent role working remotely from your home office. Entry-level opportunity with strong growth potential into Customer Success or senior support functions. Work directly with clients to troubleshoot issues, answer questions, and ensure a positive customer experience. Respond to and triage client support tickets, ensuring timely and accurate resolution. Provide clients with relevant knowledge base articles and self-service resources. Assist with creating, proofreading, and updating Knowledge Center content and support documentation. Support webinar initiatives including recorded trainings, Lunch & Learn events, and educational content in partnership with Marketing. Shadow Customer Success team members during onboarding and client calls to expand product and customer knowledge. Provide backup support coverage for urgent client requests when Customer Success leadership is unavailable. Promote webinars, user groups, and customer education opportunities to increase platform adoption. Participate in ongoing training and professional development with a clear growth path inside the organization. What you bring:2+ years of SaaS product support experience.Strong written and verbal communication skills. Customer-first mindset with a passion for helping users solve problems. Comfortable working with SaaS platforms, support systems, and technology tools. Ability to explain technical concepts clearly to non-technical users. Strong organizational skills and attention to detail. Ability to work independently in a fully remote environment while collaborating across teams. Experience with HubSpot, ticketing systems, or CRM platforms is a plus. Previous SaaS, LegalTech, law firm, mediation, or arbitration experience is preferred but not required. Strong interest in building a long-term career in LegalTech, Product Support, or Customer Success. Position DetailsLocation: Fully remote roleCompensation: A competitive compensation package is offered, including a base pay and bonus structure, company 401K with a 3% safe harbor match, and company subsidized medical and dental benefits along with unlimited PTO. For higher-performing sales leadership, equity participation may be offered. Specific details will be determined based on the candidate's experience and the nature of the employment relationship.