Senior Customer Success Associate

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, Grant Thornton, and Latham & Watkins, 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 Australia-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. Additionally, this candidate has experience contributing to the user experience outside of the customer support queue; they look forward to contributing to our internal and external documentation and support operations initiatives.

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 core business hours in Sydney, Australia (9am-5pm AEST). 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.

• Owning strategic projects in Customer Support on an as-needed basis, including Help Center articles, internal documentation, and support operations initiatives (like optimizing our AI agent).

You will thrive in this role if you

• Are able to cover Sydney business hours (9am-5pm AEST), are located in Sydney, Melbourne, or Brisbane.

• You're willing and able to travel to meet users in-person on an as-needed basis.

• Have 4-6 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 driving results in your work outside of the customer support queue; you write excellent documents, have experience with automating customer support, and excel at helping drive efficiency on customer support teams.

• 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 ~75% of your workday.

• Are excited to remain an individual contributor for the foreseeable future.

Please note: Although this team member will not report to an office on a regular basis, we will require this person to travel to the U.S. for a two-week period for their initial training and onboarding.

Flexibility and logistics

Location: This team member must be located in Sydney, Melbourne, or Brisbane. We have a preference for a Sydney-based team member, but are willing to consider an exceptional candidate outside of Sydney.

Work times: This team member will work 9am-5pm AEST. These hours correspond to the working hours of our Australia-based users 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 Sydney, we expect the compensation range to be 156, ,000 AUD, 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.

Visa Sponsorship: Unfortunately we are unable to sponsor visas at this time.

Not sure if you meet the qualifications? Keep reading.

At Laurel, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge the status quo. If you're interested in joining us on our mission to return time, then we encourage you to apply, even if you don't perfectly match every single bullet on the job description. We promise to review your application. Laurel is an equal opportunity employer, and we celebrate diversity and are committed to creating an inclusive environment, free from discrimination or harassment, for all employees.

• 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