---
title: 'Customer Support Specialist - LollyLaw at Paradigm'
canonical: 'https://feeny.ai/job/customer-support-specialist-lollylaw-paradigm-united-states-86nrzs0mv175'
type: 'job'
last_seen: '2026-09-10'
---

# Customer Support Specialist - LollyLaw at Paradigm

- **Company:** Paradigm
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-02-03
- **Last confirmed live:** 2026-09-10
- **Apply:** https://job-boards.greenhouse.io/joinparadigm/jobs/4656944005

## Job description

What is the role?

We have a reputation for excellent customer service. As a LollyLaw Customer Support Specialist, you will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with LollyLaw. Proactive, energetic, and self-driven, you will strive to understand our customers within the legal tech industry and work to be a trusted partner so that firms love and grow with LollyLaw.

In this role, you will:

- Support existing customers via chat, email, and phone
- Diagnose and troubleshoot client issues
- Onboard new customers with training calls and check-ins
- Continuously acquire expertise in MerusCase features
- Write and update help center materials
- Improve client retention
- Work with various stakeholders to help them understand evolving client needs
- Other duties as assigned

Qualifications:

- 1-2 years of customer support experience
- SaaS experience preferred
- Strong initiative and creative problem solving
- Strong communication skills and introspection to understand customer needs
- Able to work well with a team and independently
- Excellent conflict management skills
- Experience in the legal or consulting industry advantageous

Who is the ideal candidate?

- You are a problem-solver and a go-getter who isn't afraid to dive into projects and get your hands dirty
- You articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time
- Ability to engage, influence, and inspire stakeholders to drive collaboration and alignment
- Excellent with user-experience design principles and data analytics

Benefits/Perks:

- Competitive salary
- Paid vacation + sick and parental leave
- Remote working flexibility
- Company culture that encourages work / life balance
- 100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants

## About Paradigm

## Company Overview
- **One-liner**: Paradigm provides a suite of modern practice management, payment, and accounting software designed to help law firms automate, manage, and grow their practices.
- **Entity Type**: Private (backed by Francisco Partners; growth equity round in October 2021)
- **Headquarters**: New York, United States
- **Founded**: 2019 (formed through the merger of Bill4Time and PracticePanther; founding roots trace to 2006 and 2012)
- **Founders**: Not publicly disclosed (the company was created by combining Bill4Time, PracticePanther, MerusCase, and later acquisitions)

## Core Business
- **Primary industry**: Legal technology (legal practice management, payments, and accounting)
- **Target customers**: B2B – law firms of all sizes, from solo practitioners to large firms, across multiple practice areas and geographies
- **Mission or purpose statement**: To build the best legal technology products in the world by delivering intuitive, innovative tools that shift the paradigm of how lawyers practice law.

## Products & Services
- **PracticePanther**: All-in-one legal practice management platform (SaaS) – case management, billing, calendaring, document management, client portal.
- **Bill4Time**: Cloud-based time tracking, billing, and practice management software (SaaS) – designed for lawyers and professionals who bill by the hour.
- **MerusCase**: Cloud-based legal practice management platform (SaaS) – built for small to mid-sized law firms with a focus on customization and workflow automation.
- **LollyLaw**: Legal practice management and immigration case management software (SaaS) – specialized for immigration law firms.
- **ParadigmPayments** (powered by Headnote): Integrated payment processing and automated accounts receivable solution (SaaS/Payments).
- **ParadigmAccounting** (powered by TrustBooks): Legal-specific trust accounting and bookkeeping software (SaaS).

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Annual revenue estimated at USD 10 million (source: LinkedIn); serves over 40,000 customers across 170 countries.
- **Notable Investors/Partners**: Francisco Partners (lead investor in 2021 round)
- **Growth Signals**: Acquired LollyLaw (2022), TrustBooks (2022), and Headnote (2020) to expand product portfolio; 100+ employees; certified as a Great Place to Work in 2021; sold in over 170 countries.

## Competitive Advantages
- **Integrated ecosystem**: A single vendor offering practice management, billing, payments, and trust accounting – reducing the need for multiple software subscriptions.
- **Depth of experience**: Combines 40+ years of collective industry expertise across its portfolio brands.
- **Customization and specialization**: Platforms tailored to different practice areas (e.g., LollyLaw for immigration, MerusCase for customizable workflows) while sharing a common infrastructure.
- **Customer base**: Over 40,000 law firms, creating a strong network effect and deep understanding of lawyer workflows.

## Strategic Focus
- **Product expansion**: Continue integrating and enhancing the product suite (practice management, payments, accounting) to offer a complete end-to-end legal technology stack.
- **Growth through acquisition**: Pursuing strategic acquisitions of complementary legal software products to broaden the portfolio.
- **Customer-centric innovation**: Building features based on direct customer needs and rapidly testing new ideas across the portfolio.

## Why Work Here
- **Culture**: Emphasized as a “people-first business” with values like “act like owners”, “bias for action”, and “passionate about learning and growth”. Certified as a Great Place to Work.
- **Work flexibility**: Remote-friendly and fully virtual environment as of the latest employee reviews (Glassdoor). Locations across the US.
- **Benefits**: Comprehensive health plans with no monthly premiums, 401k match, generous parental leave (12 weeks fully paid), 3 weeks PTO plus sick leave and holidays, paid volunteer time.
- **Diversity & inclusion**: Celebration of diverse backgrounds and perspectives (“Diversity is in our DNA”).
- **Team**: Small but collaborative teams where individuals can make a significant impact (“sit in the driver’s seat”); mentorship and inclusive team building.

## Sources
1. [joinparadigm.com](https://joinparadigm.com/)
2. [joinparadigm.com/about-us](https://joinparadigm.com/about-us/)
3. [joinparadigm.com/careers](https://joinparadigm.com/careers/)
4. [greenhouse.io](http://job-boards.greenhouse.io/joinparadigm?gh_src=eb1ab1045us)
5. [linkedin.com](https://www.linkedin.com/company/joinparadigm)

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