Customer Support Representative

Laurel is on a mission to return time. As the leading AI Time platform for professional services firms, we’re transforming how organizations capture, analyze, and optimize their most valuable resource: time. Our proprietary machine learning technology automates work time capture and connects time data to business outcomes, enabling firms to increase profitability, improve client delivery, and make data-driven strategic decisions. We serve many of the world's largest accounting and law firms, including EY, Aprio, Crowell & Moring, and Frost Brown Todd, and process over 1 billion work activities annually that have never been collected and aggregated before Laurel’s AI Time platform. Our team comprises top talent in AI, product development, and engineering—innovative, humble, and forward-thinking professionals committed to redefining productivity in the knowledge economy. We're building solutions that empower workers to deliver twice the value in half the time, giving people more time to be creative and impactful. If you're passionate about transforming how people work and building a lasting company that explores the essence of time itself, we'd love to meet you. ABOUT THE TEAM Our Customer Support team runs a 24/7 global operation supporting customers at major law and professional services firms worldwide. We have six team members across the U.S., U.K., and Australia, and work with two additional support agents in the Philippines. Our mission is to resolve customer problems quickly and turn what we learn into a better product. We help customers get back to work, share recurring problems with Product and Engineering, and improve the guidance and processes our team uses every day. We also make time to connect across time zones. On “Annoying Ticket Fridays,” we share frustrating tickets from the week and pick one thing to improve so the next similar case is less painful. Our monthly “BARREL OF FUN” calls give us time to play a game or just catch up. ABOUT THE ROLE As a Customer Support Associate, you’ll help Laurel customers troubleshoot issues and use the product effectively during your agreed schedule of either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time (ET). We’re adding this role to expand late U.S. afternoon and early APAC morning coverage as our customer base grows. You’ll manage customer conversations through email and messaging, with occasional Zoom calls or screenshares. You’ll resolve common problems, document and escalate issues that need additional investigation, and keep customers informed through resolution. You’ll also contribute to documentation and support improvements with guidance from your teammates. You’ll report to Jordan Knott and be paired with an onboarding buddy to help you learn the product and how the team works. CORE DUTIES - Becoming an expert on the Laurel product. - Responding to and resolving inbound customer support inquiries promptly, with clear and accurate communication, during your agreed schedule of either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time (ET). This includes: - Resolving common capture, release, and configuration issues using training and documented procedures, and gathering evidence to escalate complex or unfamiliar issues. - Thoroughly documenting technical problems that users are encountering, and escalating them internally as needed. - Educating customers about our product. - Staying up-to-date on product changes through team updates, training, and documentation. - Thoroughly understanding customers’ needs and preferences, and articulating these internally on an as-needed basis. - Contributing to Help Center articles, internal documentation, and scoped support improvements with guidance from teammates. Flagging incorrect or incomplete AI answers and suggesting source improvements for review. - Identifying patterns across customer conversations and proactively surfacing improvements to documentation, processes, or the product. - Providing clear escalation details to Customer Success, Product, and Engineering, coordinating next steps, and keeping customers informed through resolution. YOU WILL THRIVE IN THIS ROLE IF YOU - Are able to work a regular schedule of either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time (ET), based on team coverage needs and your availability. We’ll confirm the schedule during the hiring process. - Are based anywhere in the United States. - Have 3+ years of experience providing customer support in a SaaS or software environment. - Have superior written communication skills – you are an excellent “explainer.” - Have strong problem-solving skills, investigate software behavior systematically, and recognize when an issue needs escalation. - Have a proven track record of driving high customer satisfaction and following through on issues until they’re fully resolved. - Manage customer conversations efficiently and prioritize cases based on urgency and customer impact. - Can contribute to customer-facing or internal documentation, flag recurring issues, and complete scoped improvement tasks with guidance. - Have a proven track record of building strong working relationships with colleagues in a remote, distributed environment. - Learn new software, adapt to product changes, and apply feedback. - Can manage assigned cases independently after onboarding and ask for help when needed. FLEXIBILITY AND LOGISTICS Location: This is a remote role open to candidates anywhere in the United States. Working hours: Your regular schedule will be either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time (ET), based on team coverage needs and your availability. We’ll confirm the schedule during the hiring process. Occasional weekend work may be required, along with some holiday coverage on a rotating basis. Compensation: Competitive salary, generous equity, supplemental benefits. Final compensation amounts will be determined based on experience, qualifications, and expertise. Flexible time off: Laurel has a flexible Paid Time Off policy and we encourage our team members to take time off regularly to rest and recharge. Because you will be working on a small team, you will be expected to thoughtfully coordinate time off with your manager and teammates. Visa Sponsorship: Unfortunately we are unable to sponsor visas at this time. WHY JOIN LAUREL: - To date, we've secured significant funding from renowned venture capitalists (Google Ventures, IVP, Anthos, Upfront Ventures), as well as notable individuals like Marc Benioff, Gokul Rajaram, Kevin Weil, and Alexis Ohanian - A smart, fun, collaborative, and inclusive team - Great employee benefits, including equity and 401K - Bi-annual, in-person company off-sites, in unique locations, to grow and share time with the team - An opportunity to perform at your best while growing, making a meaningful impact on the company's trajectory, and embodying our core values: understanding your "why," dancing in the rain, being your whole self, and sanctifying time We encourage diverse perspectives and rigorous thinkers who aren't afraid to challenge the status quo. Laurel is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are not able to support visa sponsorship or relocation assistance.  If you think you'd be a good fit for this role, we encourage you to apply, even if you don’t perfectly match all the bullet points in the job description. At Laurel, we strive to create an inclusive culture that encourages people from all walks of life to bring their unique, diverse perspectives to work. Every day, we aim to build an environment that empowers us all to do the best work of our careers, and we can't wait to show you what we have to offer!