Job Overview
Location
Remote, US
Job Type
Full-time
Category
Customer Support
Date Posted
March 18, 2026
Full Job Description
đź“‹ Description
- • As a Senior Customer Support Associate at Laurel Technologies, you will be a critical frontline advocate for customers during peak US business hours, ensuring they receive timely, expert assistance with the company’s AI Time platform that transforms how professional services firms capture, analyze, and optimize work time—directly impacting client delivery, profitability, and strategic decision-making for industry leaders like EY, Aprio, and Crowell & Moring.
- • You will become a product expert, resolving inbound technical inquiries with authority and empathy, documenting issues thoroughly, educating users on product functionality, and independently staying current with product updates to maintain high standards of support excellence.
- • Beyond ticket resolution, you will own strategic initiatives such as creating and improving Help Center articles, refining internal documentation, identifying patterns in customer feedback, and collaborating with Product, Engineering, and Customer Success teams to drive product and process improvements that elevate the overall support experience.
- • You will work closely with cross-functional teams to escalate and resolve recurring issues, advocate for customer needs internally, and contribute to a culture of continuous improvement in a remote, fast-moving, low-context environment that values ownership, initiative, and collaboration.
- • In this role, you will develop deep expertise in SaaS support operations, strengthen your technical troubleshooting and communication skills, gain experience driving operational improvements, and grow your ability to influence product direction through customer insights—positioning you for advancement in technical support, customer success, or product-focused careers within a high-growth, mission-driven AI company.
🎯 Requirements
- • 3+ years of experience providing customer support in a SaaS or software environment
- • Superior written communication skills with the ability to clearly explain complex technical concepts to non-technical users
- • Proven ability to work independently, prioritize effectively, and thrive in a high-volume, fast-paced remote support environment
- • Strong problem-solving skills and systematic thinking for troubleshooting software issues
- • Demonstrated success in driving improvements outside the queue, such as creating documentation, optimizing support processes, or leading initiatives that enhance team performance
- • Comfort working 9am–6pm Eastern Time, with preference for East Coast-based candidates in the United States
🏖️ Benefits
- • Equity participation and 401K retirement plan as part of a comprehensive compensation package
- • Bi-annual in-person company off-sites in unique locations to foster team connection and shared experiences
- • Opportunity to work with a smart, fun, collaborative, and inclusive team backed by top-tier investors including Google Ventures, IVP, and Marc Benioff
- • Chance to make a meaningful impact on a mission-driven company that is redefining how professional services firms value and optimize time
- • Exposure to cutting-edge AI technology and the ability to grow professionally in a supportive, innovative environment that values authenticity and continuous learning
Skills & Technologies
Senior
Remote
About Laurel Technologies, Inc.
Laurel provides enterprise software that automates business workflows and decision-making for financial institutions. Its platform uses machine learning to digitize and optimize loan processing, compliance reporting, risk management, and related back-office operations, enabling banks and credit unions to increase speed, accuracy, and transparency while reducing manual labor and operational costs. Customers integrate Laurel’s cloud-based APIs and white-label interfaces with core banking systems to modernize legacy processes without disruption.
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