Customer Support & Operations Specialist

Overview

Confido Legal is a fast-growing Series A fintech company building the financial infrastructure that powers the legal industry. We help legal technology companies and law firms embed payments and financial services directly into their products and workflows—unlocking growth for our partners and expanding access to the justice system.

By adding financial flexibility at the moment lawyers and clients transact, we increase revenue for law firms, improve payment outcomes, and generate more legal aid funding for programs nationwide.

We’re looking for a Customer Support & Operations Specialist to ensure that Confido’s operations run smoothly and our clients succeed. The role is a blend of operational execution, technical troubleshooting, reporting support, and customer communication to remove friction for both internal teams and Confido customers. This role reports directly to our COO.

Role Responsibilities

Primary Duties

Deliver advanced operational support to customers via live chat, phone, and support tickets.
Support customers by tracing issues, reconciling data, and troubleshooting client setups.
Build, modify, and deliver custom reports for internal and external stakeholders (e.g., payment performance, bank fees vs. surcharges collected).
Diagnose and resolve data discrepancies (payment data, CRM, servicing & tech tickets, etc.).
Help improve and document standard operating procedures; identify automation opportunities and implement solutions.
Assist in onboarding and training new customers with Confido products.
Work cross-functionally with engineering, product, and internal stakeholders to escalate issues and drive resolution.

Strategy & Design

Collaborate with the COO to refine operational workflows and tooling.
Propose solutions that improve operational quality and client outcomes.
Assist in mapping long-term automation and support enhancements.

Success (6 Months In)

Client satisfaction trends improve (NPS/support quality)
90%+ of existing customers migrated to new payment processor
Custom report throughput improved and automated where possible
COO has regained significant bandwidth for strategic initiatives

Candidate Qualifications

Must-Haves

Genuine drive to serve the customer and resolve problems proactively
Excellent communication skills — clear, professional, responsive
Proactive mindset with an ability to see around corners and anticipate issues
Comfortable with ambiguity — you’ll work where processes are evolving

Experience & Background

2–4+ years in a customer support, operations, or analyst role
SQL or database query experience
Advanced Excel/spreadsheet skills
Ability to explain data issues to non-technical audiences
Implemented solutions using low-code automation tools (e.g. Zapier or Parabola)
Experience in SaaS, payments, fintech, or legal tech is a plus

Our Team

Joining Confido Legal means helping shape a growing team and developing leadership skills. We offer:

$75,000 – $90,000 starting base salary (stock options also awarded; not included in this figure)
Fully remote work with two onsite meetings per year
Open PTO
Fully paid medical, vision, and dental insurance for you and dependents

Our core principles guide how we operate every day:

We believe in purpose over profit
We believe every team member is an owner
We believe we thrive in a culture of mutual support
We believe in building for the long term

Application

Thank you for your interest in joining Confido Legal. To apply for the Customer Support & Operations Specialist role, please complete the form below. Please ensure that your cover letter addresses the following five questions:

1. Why are you interested in working with Confido Legal?
2. What is your ideal work environment?
3. What are your strengths?
4. If we were to ask your past managers about you, what feedback would they have?
5. Where do you see yourself in five years?

Solutions