EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Our products enable law firms to secure faster settlements, higher payouts, and better outcomes for victims injured through no fault of their own in vehicle collisions, accidents, natural disasters, and more.

We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. EvenUp is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, SignalFire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact. Learn more at www.evenuplaw.com.

We are seeking a Lead Technical Support Analyst to join our growing team. This individual will play a critical role in ensuring the day-to-day operational excellence of our support function while helping to build scalable support processes for the future. The ideal candidate is a proactive problem-solver with a passion for mentoring others and optimizing customer experiences.

This role involves hands-on problem resolution, process development, team coordination, and a deep partnership with Product, Engineering, and Customer Success teams. You will lead a group of support analysts, enabling them to deliver high-quality, timely support to our users while also driving improvements in documentation, workflows, and tooling.

What you'll do:

• Provide mentorship to technical support analysts, providing daily oversight, performance coaching, and professional development.

• Triage, prioritize, and resolve escalated customer issues, ensuring timely and effective resolutions.

• Collaborate with cross-functional teams (Product, Engineering, Legal Ops) to relay customer feedback and assist in identifying and resolving systemic issues.

• Develop and refine support processes to improve efficiency, consistency, and scalability.

• Create and maintain internal documentation, FAQs, and knowledge base articles to support both internal staff and end users.

• Track support metrics and team performance, using data to inform decision-making and process improvements.

• Support onboarding and training of new analysts and assist in hiring as the team grows.

• Champion a culture of empathy, accountability, and continuous improvement within the support organization.

What we look for:

• Secondary education in a relevant field (e.g., Information Technology, Business, Legal Studies, or equivalent experience).

• 3+ years of experience working in a customer support function preferably in a SaaS environment.

• Strong technical troubleshooting skills and a customer-first mindset.

• Proven ability to build and optimize support workflows and documentation systems.

• Excellent verbal and written communication skills, with an ability to translate technical language into user-friendly terms.

• Experience using support platforms such as Zendesk, Intercom, Freshdesk, or similar.

• Familiarity with legal software, legal operations, or legal tech is a plus.

Notice to Candidates:

EvenUp has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team – please know that we have no affiliation or connection to these situations. We only post open roles on our career page (evenuplaw.com/careers) or reputable job boards like our official LinkedIn or Indeed pages, and all official EvenUp recruitment emails will come from the domains @evenuplaw.com, @evenup.ai, @ext-evenuplaw.com or no-reply@ashbyhq.com email address.

To ensure fairness and proper consideration, we do not accept resumes or expressions of interest via email or social media messages. If you’re interested in a role, please submit your application directly through our careers page.

If you receive communication from someone you believe is impersonating EvenUp, please report it to us at talent-ops-team@evenuplaw.com. Examples of fraudulent domains include “careers-evenuplaw.com” and “careers-evenuplaws.com”.

Benefits & Perks:

As part of our total rewards package, we offer attractive benefits and perks to our employees, including:

• Choice of medical, dental, and vision insurance plans for you and your family

• Additional insurance coverage options for life, accident, or critical illness

• Flexible paid time off, sick leave, short-term and long-term disability

• 10 US observed holidays, and Canadian statutory holidays by province

• A home office stipend

• 401(k) for US-based employees and RRSP for Canada-based employees

• Paid parental leave

• A local in-person meet-up program

• Hubs in San Francisco and Toronto

Please note the above benefits & perks are for full-time employees

EvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.