Customer Support Associate, United Kingdom at Laurel

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 Customer Support Associate role The Customer Support Associate will play a critical role in supporting Laurel’s U.K. and U.S. East Coast-based users. This person will deliver a superior experience to these users by helping them work through technical issues, learn how to use our product, and escalate their feedback to our internal team. The ideal candidate has tech startup support experience, takes an extreme ownership mindset, and is excited to spend the bulk of their time working on the front lines with Laurel’s users. Core duties - Becoming an expert on the Laurel product. - Responding to and resolving inbound customer support inquiries in a timely, professional, and authoritative manner during U.K. core business hours (9am-5pm GMT). This includes: - Doing first-line technical troubleshooting and problem-solving to resolve basic customer issues.  - Thoroughly documenting technical problems that users are encountering, and escalating them internally as-needed. - Educating customers about our product. - Independently staying up-to-date on product changes. - Thoroughly understanding customers’ needs and preferences, and articulate these internally on an as-needed basis. - Contributing to strategic projects in Customer Support on an as-needed basis, including Help Center articles, internal documentation, and customer education initiatives. You will thrive in this role if you - Are able to cover U.K. business hours (9am-5pm GMT), and are willing and able to travel to meet customers in-person on an as-needed basis. - Have 3-5 years of experience providing customer support in a software environment.  - Have superior written communication skills – you are an excellent “explainer.” - Have superior problem-solving skills.  - Have a proven track record of driving high customer satisfaction. - Have a proven track record of working efficiently and setting appropriate priorities independently. - Have a proven track record of building strong working relationships with colleagues in a remote environment. - Are comfortable in a low-context, fast-moving environment. - Are a self-starter who requires minimal supervision. Your direct manager will be working East Coast hours in the U.S., so you will be without direct supervision for ~50% of your workday.  - Are excited to remain an individual contributor for the foreseeable future. Flexibility and logistics - Location: This team member must be located in the United Kingdom, and be willing to eventually work hybrid 3 days per week from an office in London. We may consider exceptionally qualified remote candidates based in the United Kingdom on a case-by-case basis who are willing to travel to London periodically for in-person meetings with customers and team members. You must be willing to interview in-person with a member of our team who is located in London. - Work times: This team member will work 9am-6pm GMT. These hours correspond to the working hours of our U.K and U.S. East Coast-based customers and as a result are not flexible. It’s also important to note that this team member may be asked to work some holidays on a rotating basis.  - Compensation: Competitive salary, generous equity, supplemental benefits. For candidates based in London, we expect the compensation range to be £58,000-81,000 GBP annually, depending on experience and level. Final compensation amounts will be determined based on several factors including candidate experience, qualifications and expertise and may vary from the amounts listed.  - 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.  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!