Senior Customer Support Associate 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 ROLE: The Sr. Customer Support Associate will play a critical role in supporting Laurel’s growing user base during peak US business hours. This person will deliver a superior experience to our customers by helping them work through technical issues, learn how to use our product, and escalate their feedback to our internal team. Beyond the queue, this person will contribute to strategic initiatives that improve the overall support experience — from documentation and process improvements to AI agent optimization. We’re looking for someone who takes ownership, follows through, and is always looking for ways to make things better for customers and teammates alike. WHAT YOU WILL DO: - Becoming an expert on the Laurel product. - Responding to and resolving inbound customer support inquiries in a timely, professional, and authoritative manner during core US business hours (9am–6pm ET). This includes: - Doing first-line technical troubleshooting and problem-solving to resolve 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 articulating these internally on an as-needed basis. - Owning strategic projects in Customer Support, including Help Center articles, internal documentation, and support operations initiatives. - Identifying patterns across customer conversations and proactively surfacing improvements to documentation, processes, or the product. - Collaborating cross-functionally with Customer Success, Product, and Engineering to drive resolution of recurring customer issues. YOU WILL BE A GREAT FIT IF YOU HAVE: - Are able to work 9am–6pm Eastern Time. - Are based in the United States, preferably on the East Coast. - 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 superior problem-solving skills and can think systematically about how software works. - Have a proven track record of driving high customer satisfaction and following through on issues until they’re fully resolved. - Have a proven track record of working efficiently and setting appropriate priorities independently in a high-volume environment. - Have demonstrated success driving results outside of the queue – you write excellent documentation, have experience improving support operations, and take initiative on projects that raise the bar for the team. - Have a proven track record of building strong working relationships with colleagues in a remote, distributed environment. - Are comfortable in a low-context, fast-moving environment. - Are a self-starter who requires minimal supervision. FLEXIBILITY AND LOGISTICS Location: This is a remote role. You must be based in the United States, with a strong preference for the East Coast. Work times: This team member will work 9am–6pm Eastern Time. These hours correspond to the peak of our ticket volume and are not flexible. This team member may be asked to work some holidays on a rotating basis. 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!