Paradigm is a legal-industry leader in cloud-based software with three practice management platforms – PracticePanther, Bill4Time, and MerusCase – as well as epayments (Headnote) and accounting (TrustBooks) solutions.

What is the role?

You are responsible for communicating with clients to resolve inquiries in a timely manner. You will work with clients to answer questions, identify bugs, and resolve issues. You will relay feedback to our product and development teams and be the voice of our customer to mitigate client requests and issues professionally.

In this role, you will:

  • Responsible for providing high level support via Phone, Chat, & Email
  • Identifying and resolving client issues/concerns
  • Establish customer relationships
  • Improve client retention
  • Diagnose bugs
  • Communicate customer issues/requests to development team
  • Working with the latest cloud support systems such as Intercom, Salesforce, JIRA, etc
  • Other duties as assigned
  • Work hours will be 10 am - 7 pm EST/ 9 am – 6 pm CST/ 7 am – 4 pm PST

Qualifications

  • 2+ years customer support experience
  • 2+ years SaaS environment experience
  • Knowledge in the legal industry advantageous
  • Knowledge with SalesForce, Intercom, JIRA, G Suite

Who is the ideal candidate?

  • Must be patient, empathetic, and have great communication skills
  • Data driven individual
  • Strong interpersonal skills to work collaboratively with different departments
  • Comfortable with technology and learning new software
  • Ability to handle escalated customer issues
  • Self-motivated, diligent, and can inspire others
  • Excellent verbal and written communication skills
  • Organized, detail oriented, and able to manage multiple tasks
  • Must be personable and enjoy working in a client-facing role
  • Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical

Why should you join Paradigm?

Paradigm offers a suite of legal software solutions that help lawyers manage, automate, and grow their firms. More than 40,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With five world-class legal practice management, payments and accounting solutions – PracticePanther, Bill4Time, MerusCase, Headnote, and Trustbooks – Paradigm has the perfect tool for any law firm. Paradigm is backed by Francisco Partners.

Diversity is in our DNA. We are lawyers and tech enthusiasts, but also dancers, engineers, designers, singers, bakers, runners, police officers, photographers, readers, guitarists, gamers, travelers, volunteers, knitters, coaches, parents, and teachers.

Simply put — we are a people-first business. Your professional and personal growth is essential to our success. We value the individual, not just the role you own.

That people-first mentality stretches across all teams and reaches each and every individual. It’s our bread-and-butter, and it’s one of the many factors that led us to achieve the status of Great Place to Work in 2021.

Benefits/Perks

  • Competitive salary
  • Paid vacation + sick and parental leave 
  • Remote working flexibility 
  • Budget for home office improvements 
  • Company culture that encourages work / life balance 
  • 100% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
  • Bi-annual company retreats and many other fun activities to bring our team together (physically or virtually) as often as possible!
  • Work laptop and required accessories to laptop provided (headset, mouse, keyboard, additional monitor)

About Paradigm

Paradigm is a rapidly growing legal technology business that offers a suite of product solutions to allow lawyers to automate their firms, get more done in less time, and focus on what they do best: practicing law.  The business currently includes three leading practice management and online payment and accounting solutions – PracticePanther, Bill4Time, Headnote, Trustbooks and MerusCase.

Paradigm operates as a single business and team with multiple software solutions.  Our software offerings have the ability to scale in different niches of the market, and the shared resources, talent, and expertise allow us to accelerate growth across the portfolio.  Paradigm will continue to grow each of these platforms organically, while also looking for new acquisitions that can bolster our position as a leading legal technology company.  Paradigm has ~100 employees based in New York, Florida, Washington, California, and other locations across the US.

Apply for this Job

* Required
resume chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel
cover_letter chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Paradigm’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.