Law firms run on deadlines, and every comment, task, or email from a customer is a small trust test — respond fast and clearly, and we keep that trust; let it sit, and we risk the case and the relationship. As our Customer Support Specialist, you'll be the person making sure nothing from our key accounts slips through the cracks. You'll work inbound tickets, comments, and emails across email, and portal, keeping every interaction inside the SLAs we've set. You will also be This is an execution-focused role: you're both helping build the playbook from scratch, and pressure-testing every day to flag where it needs to flex and evolve.

Manage the daily queue of comments, tasks, and emails from key accounts across email, portal, and phone — first response within 2 business hours, resolution within 24–48 hours for standard tickets

Triage and resolve the majority of inbound tickets without escalation: record status questions, document delivery, billing questions, general how-to inquiries

Recognize and escalate technical issues (portal bugs, access issues, submission errors, document retrieval errors) to the right owner, and keep the customer updated while it's being worked

Hit SLA targets consistently and flag early when a ticket, account, or theme is at risk of missing one

Keep tickets and account notes clean and well-documented so account health, complaint themes, and volume patterns are easy to roll up

Surface recurring issues or customer feedback themes to the Support Lead to feed into the monthly VoC review

Follow (and help refine) escalation paths for technical issues, complaints, and collections questions

Customer Support Specialist

Responsibilities

Qualification

Required

Company

Codes Health

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