Support Consultant

About Legalsense

Legalsense builds practice management software that helps law firms in the Netherlands run their practices more effectively - from client and matter management to time tracking, billing, and beyond. Were a small, close-knit team based in the Netherlands, and we care deeply about the experience of the legal professionals who rely on our software every day. Our work is guided by a genuine commitment to our customers and to building something they trust. If you like being close to the product, the customer, and the people you work with, youll feel at home here.

About the Role

The Support Consultant is the first point of contact for clients using Legalsenses practice management software. This role owns the intake, triage, and resolution of support questions, incidents, and service requests received by phone and through our ticket portal - ensuring issues are handled efficiently, accurately, and in line with SLA expectations.

This is fundamentally a customer support role. Youll need enough technical aptitude to troubleshoot confidently and ask strong diagnostic questions, but your orientation is toward service quality and client outcomes, not technical consulting. Youll also help strengthen how support is delivered over time - through a current knowledge base, effective client training, and a practical eye for where AI and automation can raise the bar.

This role requires fluency in both Dutch and English.

Youre Excited About This Opportunity Because You Will:

• Serve as the primary point of contact for inbound client questions, incidents, and service requests via phone and ticketing system - owning intake, triage, investigation, and resolution in line with SLA expectations
• Build strong day-to-day relationships with clients through clear communication, reliable follow-through, and a consistently high-quality service experience
• Develop deep product knowledge across Legalsenses practice management software, becoming a trusted resource on common workflows, issues, and support paths
• Troubleshoot product issues using practical technical skills including SQL and HTML, asking strong diagnostic questions and escalating appropriately - without drifting beyond the core support mandate
• Maintain and improve internal and customer-facing knowledge base content so recurring issues and resolutions are well-documented and easy to find
• Deliver online and on-site training that helps clients use the product with confidence and get more value from Legalsense in their day-to-day practice
• Act as the voice of the customer - capturing patterns in support issues, escalating bugs and friction points, and collaborating cross-functionally to improve outcomes
• Use AI tools regularly and practically to improve how you work: drafting responses, summarizing information, researching issues, and applying sound judgment to outputs before using or sharing them
• Stay curious about emerging AI capabilities relevant to support work and share effective prompts, tools, and workflows with colleagues to raise team-wide effectiveness

Were Excited About You Because:

• You have experience in customer support, help desk, or similar client-facing roles in a SaaS or software environment
• You are fluent in Dutch and English - written and verbal
• You have a genuine customer-first orientation; youre motivated by service quality and client outcomes, not just ticket closure
• You are a strong communicator, able to explain issues and solutions clearly to both technical and non-technical audiences
• You bring technical aptitude including familiarity with SQL, HTML, or software troubleshooting
• You are highly organized and detail-oriented, able to manage multiple priorities with strong ownership and follow-through
• You are analytical and curious, with the ability to ask strong diagnostic questions and work through problems systematically
• You are humble, coachable, and honest about what you know and dont know
• You use AI tools effectively to increase your productivity - and apply critical thinking to outputs before relying on them
• You stay curious about new AI capabilities, bring forward ideas that improve how the team works, and share what you learn with colleagues
• You thrive in a small, growing, fast-paced environment where figuring things out is part of the job

Base Salary Range: €55K – €60K, plus annual bonus, holiday allowance, and employer-paid benefits. Individual pay is determined by experience, location, and internal equity, and is reviewed annually.