Support & Triage Paralegal

Overview

Remote, full-time role with coverage of Eastern Time hours (7am–3pm ET), Monday–Friday. This position serves as the first substantive touchpoint for incoming client matters and as the first point of contact for technology issues and questions from internal attorneys and clients.

Responsibilities

Technical Support — Attorneys & Clients

• Act as the first point of contact for technology issues and questions, including access, login, e-signature, and matter management platform issues.
• Troubleshoot and resolve routine technical issues independently; escalate complex or system-level problems to the engineering team with clear context and reproduction steps.
• Onboard new attorneys and clients to the technology stack, including account setup, permissions, and platform walkthroughs.
• Maintain internal and client-facing documentation, FAQs, and troubleshooting guides.
• Monitor for recurring technical issues and flag systemic problems to engineering before they impact attorney or client experience.

Matter Intake & Scoping

• Own intake for all incoming client matters: review submissions, assess legal nature and complexity, and determine the appropriate path forward.
• Ask precise clarifying questions to gather missing information efficiently.
• Categorize and prioritize matters based on urgency, client tier, subject area, and attorney availability.

Paralegal Work & Direct Handling

• Handle standard paralegal tasks independently, including minor revisions to agreements, entity filings, NDA reviews, contract summaries, template population, and document organization.
• Draft correspondence and initial client-facing communications as needed.
• Maintain and update standard document templates as directed by attorneys.
• Prepare matters for attorney handoff with a clear summary of the issue, relevant documents, and recommended next steps.

Routing & Assignment

• Route attorney-required matters to the right person or team based on complexity, specialty fit, and workload.
• Maintain a real-time view of attorney capacity to help balance load.
• Escalate urgent or ambiguous matters quickly with enough context for attorneys to act immediately.

Tracking & Follow-Up

• Own the matter lifecycle from intake through resolution, maintaining accurate status in the matter management system.
• Proactively follow up with attorneys and clients on open items, pending deliverables, and upcoming deadlines.
• Flag stalled matters, surface blockers early, and drive issues to closure.

Client Communication

• Serve as a consistent point of contact for clients regarding matter status, timelines, next steps, and technical issues affecting their experience.
• Translate legal and technical complexity into clear, plain-language updates for stakeholders at all levels.

Process & Systems

• Work with attorneys, clients, and the engineering team to evaluate, build, and refine workflows for technical support, intake, and routing.
• Identify patterns in matter volume, routing, and resolution time to help improve operating efficiency.
• Track technical support requests to resolution, monitoring response times and satisfaction for both attorneys and clients.
• Document and maintain SOPs for technical support and triage operations as the organization scales.

Requirements

• Paralegal certificate or equivalent experience; bachelor’s degree preferred.
• 3–5 years of paralegal, legal operations, or closely related experience in a law firm, legal tech, or in-house legal environment.
• Solid legal foundation across commercial contracts and general corporate matters.
• Excellent organizational skills; strong written and verbal communication.
• Comfortable serving as the first line of defense for technical and workflow issues.
• Experience with project management tools such as Notion, CRMs, or workflow automation strongly preferred.
• Located in Eastern Time with the ability to cover Eastern Time hours (7am–3pm ET), Monday–Friday.

Preferred Qualifications

• Startup or high-growth company exposure; comfortable with ambiguity and building process where little exists.
• Tech-forward mindset with interest in technology and AI-enabled changes to how legal services are delivered.

Compensation & Benefits

• Base Salary: $80,000–$100,000, commensurate with experience.
• 401(k) with 5% employer match.
• Health and dental insurance fully covered; partial subsidies for dependents.
• Annual team onsites.
• Training and development stipend.
• Open to additional benefits that meaningfully support productivity and wellbeing.

Location

Remote-first; Eastern Time coverage required (7am–3pm ET), Monday–Friday. Annual team onsites for collaboration, planning, and occasional celebration.