What are the responsibilities and job description for the Technical support specialist position at Lexidesk?
About Lexidesk
Lexidesk is an AI intake platform for US law firms. Our AI agent answers calls and messages from potential clients 24/7, qualifies them, and books them into the firm’s calendar, so lawyers stop losing clients to voicemail. We’re a small, fast-moving team building on the latest AI tooling, and our customers are real law firms that rely on us to talk to their clients.
You’ll be our first dedicated support hire, working directly with the founder.
What you’ll do
Keep customers running
- Own the Intercom inbox: resolve tickets and follow through until the customer is actually unblocked.
- Take phone support calls from US and UK law firms.
- Handle technical implementation: connect firms' phone systems, calendars, and CRMs to Lexidesk via integrations, webhooks and API settings.
Make support smarter
- Build and maintain our Help Center.
- Train and improve the Intercom AI support bot so it answers most questions before a human is needed.
- Design Intercom automations and propose how support can be faster, more self-serve and better for customers.
Grow accounts
- Proactively check on customers who haven’t reached out. Catch problems before they become churn.
- Spot where a firm would benefit from a feature they aren’t using yet, and suggest it.
- Ask happy customers for reviews and testimonials.
What we’re looking for
- English at B2 or better. You’ll be writing to and speaking with native speakers daily.
- You already know what an API request and a webhook are, and you are interested in AI.
- You can explain technical things to a non-technical lawyer without jargon, and without losing patience on the third try.
- You like customers. You want a long-term role in support/customer success.
- Available Mon-Fri 13:00—21:00 Kyiv time, and not currently studying.
- Bonus: experience with Intercom, help centers, telephony/VoIP, or a US-facing SaaS.
- Bonus 2: experience with legal/legatech industry.
What we offer
- $1000-$1,500/month base depending on experience.
- Performance bonuses tied to customer reviews and account growth. Top performers meaningfully out-earn the base.
- Paid AI tools (Claude and others). You’ll use them daily.
- Direct line to the founder; your ideas ship, not sit in a backlog.
- Growth path: as we scale, this role grows into leading support / customer success.
Pay: $24.20 - $29.14 per hour
Benefits:
- Flexible schedule
Work Location: Hybrid remote in London, WV 25126
Salary : $24 - $29