Client Support Specialist

**About LEAP**

LEAP Legal Software is the global leader in providing innovative Legal Practice Productivity Solutions. With a proven track record spanning more than 30 years, LEAP empowers over 100,000 legal professionals across New Zealand, Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, and Poland. Our intuitive, fully-integrated software streamlines practice management, document production, accounting, and client interactions, specifically tailored to the needs of small to medium-sized law firms. At LEAP, our mission is clear and impactful: helping lawyers who help people.

In New Zealand, LEAP supports law firms by delivering powerful technology solutions designed to enhance productivity and efficiency. Our Auckland-based team is deeply committed to our clients' success, fostering a supportive and high-performing culture rooted in accountability and continuous improvement. We believe in empowering our people to achieve excellence, valuing individuals who are driven, collaborative, and passionate about shaping the future of legal practice. Join LEAP and be part of an innovative team transforming the way legal services are delivered in New Zealand.

**What you'll do**

Our Client Support Team acts as the intermediaries between our clients and internal LEAP teams, responsible for driving new features, bug fixes and feedback from our clients to LEAP developments for implementation to enhance the experience of our clients.

As a Client Support Specialist, you will build your product knowledge by resolving product, software and related environmental issues as reported by our clients in a high-volume, transactional environment. You'll slot into a customer-focused team who strive to provide world class services to our clients and thrive on improving the customer experience as well as driving internal efficiencies. Your day to day might look like this:

- Provide excellent customer service whilst resolving LEAP product queries in an accurate and timely manner
- Answer general client software and hardware queries
- Action inbound and outbound calls as assigned to achieve daily KPIs
- Capture notes using standard notes template in CRM, including recording detailed information for all calls requiring further escalation
- Maintain LEAP software knowledge against the capability matrix

**What you'll bring**
- Qualifications (or progressing towards qualifications) and/or experience in accounting or law (desired, but not essential)
- A proven record and passion for providing excellent customer service (preferably within a professional services environment)
- Proven ability to manage high-volume, transactional calls
- Proven ability to problem-solve
- Demonstrated ability to learn new skills
- Experience within a help desk or call center environment (desired, but not essential)

**You are the type of person who**
- Can clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
- Can effectively manage your time and resources to ensure that work is completed efficiently
- Can build customer loyalty - effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty

**Why join LEAP?**
- Make an impact. You won’t be another ‘cog in the wheel’ here. We give full trust and autonomy for you to be heard, to work on big & complex projects - and to make a real difference.
- Work with a group of authentic, passionate people who love what they do. This is an environment where people and culture are valued.
- Your work matters. Helping lawyers help people sits at the heart of everything we do. We solve real world problems that improve and support local, everyday law firms. So they can do their best work for the people in the communities they serve.
- Flexible and hybrid working. We'd like to find this person in Auckalnd, but we want you to work in a way that suits you and we're open to flexible arrangements that support you.
- Grow your career with us. Our founder, Christian Beck, has been building LegalTech businesses for over 30 years. There are opportunities galore to expand your career based on where your interests lie. We're not afraid to pivot based on market conditions - you will always have the opportunity to stay ahead of the curve and do your best work here.
- We value your well-being - enjoy an additional paid wellbeing day every year, free gym membership and monthly massages in the office. We'll throw in a catered lunch and breakfast every week too.