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Added 10 days ago
Legal Operations & Automations Manager
Lightspeed Commerce, Inc.
Remote, Canada
Full-time · Remote
We are looking for a Legal Operations & Automations Manager to act as the primary architect of our legal tech stack, internal processes, and AI/automation initiatives. In this role, you…
Added 11 days ago
Legal Operations and Automation Manager
Lightspeed Commerce, Inc.
Remote, Canada
Full-time · Remote
We are looking for a Legal Operations & Automations Manager to act as the primary architect of our legal tech stack, internal processes, and AI/automation initiatives. In this role, you…
Added 4 months ago
Global Value Pricing and Project Manager
Dentons
Remote, Canada
$80,000 to $160,000 USD / year
Remote
The Global Legal Project and Value Pricing Manager plays a critical operational role on global client engagements spanning more than 50 countries. Working with senior legal, business and…
Added 1 month ago
Assistant Contracts Manager
Maple Reinders
Remote, Canada
Full-time · Remote
Maple Reinders Constructors is looking to hire an Assistant Contracts Manager to join its Legal Group at its head office in Mississauga, Ontario. This is a full-time, salaried role.
Added 25 days ago
Mid-Market Customer Success Manager (Toronto)
Harvey
Remote, Canada
$125,000 to $145,000 USD / year
Full-time · Remote
At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how…
Added 2 months ago
Gestionnaire de comptes, Solution de laboratoire commercial/Account Manager Laboratory Diagnostics
Siemens Healthineers
Remote, Canada
Full-time · Remote
Reporting to the Region Director of Sales, Commercial Lab Solution, the Account Manager will be based in Quebec or Atlantic Canada supporting the assigned territory. The successful…
Added 18 days ago
Customer Support Analyst (legal Accounting)
Actionstep
Remote, Canada
Full-time · Remote
…software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management and Accounting software. We are a fast growing, dynamic business with a global customer base…
Added 2 days ago
Sales Compensation Analyst
Semperis
Remote, Canada
Full-time · Remote
…heads across sales and channel. You'll also partner with HR, Legal, Payroll, Accounting, FP&A, our Xactly technical account manager, and external…
Added 1 month ago
Lawyer, Head of PR
CanadaVisa
Remote, Canada
Full-time · Remote
You'll lead a team of approximately 5 case managers, own the department's operational performance, provide senior legal oversight, and build the systems, talent, and processes required to…
Added 1 month ago
Lawyer, Express Entry Practice Lead
CanadaVisa
Remote, Canada
Full-time · Remote
You'll lead a team of approximately 5 case managers, own the department's operational performance, provide senior legal oversight, and build the systems, talent, and processes required to…
Added 3 months ago
MarTech Manager
Feeld
Remote, Canada
Full-time · Remote
As our MarTech Manager, you will work cross-functionally with Marketing, Engineering, Product, Data, Legal, and external vendors to build the infrastructure and operational processes that…
Added 1 month ago
Contract Manager
Cohere
Remote, Canada
Full-time · Remote
The legal team at Cohere is dynamic, fast-paced and cross-functional, supporting all areas of the organization with an aim to provide efficient, scalable legal processes and support. This…
Added 1 month ago
Business Systems Product Manager
Marqeta
Remote, Canada
Full-time · Remote
Your domain spans Salesforce workflows for Legal, Risk & Compliance (including cardholder support, disputes, KYC/KYB, and sanctions), contract lifecycle management in Ironclad, financial…
Added 5 days ago
Field Marketing Manager (Remote-Canada)
DeepJudge
Remote, Canada
$150,000 to $170,000 USD / year
Full-time · Remote
DeepJudge is growing rapidly across North America, working with some of the world’s leading law firms and legal teams. As our presence in the market continues to expand, we’re looking for a…
Added 1 day ago
Software Engineering Manager
Spellbook
Remote, Canada
Full-time · Remote
…transactional lawyers. It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. Today, more than 4,000…
Added 16 days ago
Customer Success Operations Manager
Spellbook
Remote, Canada
$116,000 to $145,000 CAD / year
Full-time · Remote
…transactional lawyers. It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. Today, more than 4,000…
Added 1 month ago
Customer Success Manager
Spellbook
Remote, Canada
$102,000 to $120,000 CAD / year
Full-time · Remote
…transactional lawyers. It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. Today, more than 4,000…
Added 2 months ago
GTM Systems Manager
Spellbook
Remote, Canada
$115,000 to $145,000 CAD / year
Full-time · Remote
…transactional lawyers. It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. Today, more than 4,000…
Added 3 months ago
Senior Product Manager, Enterprise
Spellbook
Remote, Canada
$150,000 to $190,000 CAD / year
Full-time · Remote
We are looking for a Senior Product Manager to join our Enterprise product team. You'll own the product strategy for our enterprise segment, working closely with engineering, design, sales,…
Added 3 months ago
Senior Product Manager, Growth
Spellbook
Remote, Canada
$150,000 to $190,000 CAD / year
Full-time · Remote
…transactional lawyers. It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. Today, more than 4,000…
Added 1 month ago
Portfolio Controller
Valsoft Corporation
Remote, Canada
Full-time · Remote
Previous experience operating at the manager level, with responsibility for overseeing key accounting processes and deliverables, including independently managing complex financial matters…
Added 3 days ago
Senior Accountant
Solink
Remote, Canada
$85,000 to $110,000 CAD / year
Full-time · Remote
…process and general ledger accounting. You'll report to the Manager, Accounting and work closely with the broader accounting, tax, and finance operations teams. Our company reports under…
Added 3 months ago
Senior Client Insights Analyst
Norton Rose Fulbright
Remote, Canada
Full-time · Remote
…Pricing & Client Insights team, focusing on client portfolio and legal matter analytics and reporting. This includes developing dashboards and data visualizations for stakeholders across…
Added 5 days ago
Manager, Mid-Market Customer Success
Spellbook
Remote, Canada
$130,000 to $152,000 CAD / year
Full-time · Remote
…transactional lawyers. It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. Today, more than 4,000…
Added 3 months ago
Principal Product Manager
Intellistack
Remote, Canada
$200,000 to $260,000 CAD / year
Full-time · Remote
Every AI-powered feature must have defined evaluation criteria. Product Managers are responsible for defining evaluation frameworks that measure correctness, reliability, and edge-case…

Actionstep

Customer Support Analyst (legal Accounting)

Remote, Canada

Pay: $55,000 - 60,000 salary
Job type: Full-time
Workplace: Remote
Posting language: English
Posted: Sep 1, 2026

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Original job description

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management and Accounting software. We are a fast growing, dynamic business with a global customer base and team. With team members in the United Kingdom, United States, New Zealand and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.

We’re looking for a Customer Support Analyst to join our fast-growing support team.

Reporting to the Customer Support Team Leader, you will be charged with providing exceptional customer service as the first contact point for our users, on the CRM platform we build, run and support in-house.

To be successful in this role, you will have minimum 3 years of demonstrable experience working in a Help Desk / Customer Service role. You are an expert at identifying the root issue presented by a user, through your strong aptitude at identifying a problem’s root cause and quickly finding and implementing steps to remediate it. You’re technically minded and take to new systems with ease. Your customer centricity is central to how you excel in the work you do, and supporting and resolving customers brings you as much satisfaction as it does to the users you support.

Reporting to the Customer Support Team Leader, the Customer Support Analyst will manage a daily workflow of managing new and open tickets, running screenshares with users to determine next steps on resolutions, and working across the Customer and Support teams to document and share product knowledge.

This role will primarily support business hours across the Pacific and Mountain time zones.

Respond to inbound live chats and emails within an acceptable timeframe and with a response that is informative, helpful, and genuine.

Manage a queue of tickets with competing priorities, to ensure those of most importance are addressed first and receive the right level of support, dependent on the nature of the query raised.
Investigate and resolve inbound tickets through the use of outbound phone calls, screen sharing session, live chats or emails back to the original reporter.
Resolve enquiries efficiently while addressing the core problem to solve for the customer.
Adopt a “First Time Right” mindset to ensure the enquiry is resolved on the spot where possible.
Escalate tickets when appropriate and with all relevant information, to the suitable person/team; whether that be internally within the Support team, externally to a third-party, or across to our development teams.
Balance the needs of the business and the customer to prioritise enquiries appropriately.
Set realistic and correct expectations with the customer and stakeholders.
Flexible and adaptable to the changing needs of our business and customers.
Provide consistent and regular updates to our users on any active issues they’re experiencing and help to represent the urgency of the user to internal teams.
Meet all SLAs and goal targets set out by your leader, to deliver an exceptional customer service experience, focused around:

Customer Satisfaction
First Response Rate
Average Response Time
Escalation/resolution rates
Responsiveness to customer enquiries
Attention to detail when investigating issues
Efficiency when managing multiple priorities
Collaboration with other team members (inside support and other business units)
Any relevant OKRs that are in place for the team

Essential

Minimum 3 years of customer-facing experience, in a customer support/service or help desk role, ideally supporting a SaaS technology platform.
Previous experience working at Level 1 and Level 2 in a multi-leveled support team that is geographically distributed.
An experienced people person. You are a pleasure to work with and have a can-do attitude.
Excellent oral, written, presentation and communication skills, for use with both internal and external stakeholders and all levels of management.
Technically minded - there isn’t a platform that you can’t jump in and understand within a short period of time.
Ability to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customers.

Favourable

Previous experience working in a distributed team.
Experience with Actionstep or one of our integration partners.
Experience working with legal software in prior roles.
Experience as a practice manager or operations manager in a law firm.

Medical, dental, vision offerings
RRSB with company match
Flexible working and PTO
Take your birthday off
Frequent team-building events
Fantastic training and development opportunities
$55,000 - 60,000 salary

Actionstep welcomes and encourages applications from people with disabilities. Accommodations are available on request for any part of the recruitment process, please email [email protected]. All requests are kept confidential.

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More about this job

Responsibilities

The Customer Support Analyst will act as the first point of contact for users, managing support tickets and resolving issues via live chat, email, and screen sharing. They will also collaborate with internal teams to document product knowledge and ensure service level agreements are met.

Requirements

Candidates must have at least 3 years of experience in a customer-facing help desk or support role, preferably within a SaaS environment. Strong technical aptitude, excellent communication skills, and the ability to work effectively in an agile, distributed team are essential.

Skills

Customer support
Help desk
SaaS
Legal practice management
Accounting software
CRM
Troubleshooting
Screen sharing
Ticket management
Communication skills
Agile environment
Technical aptitude
Problem solving
SLA management
Cross-functional collaboration

Benefits

Medical
Dental
Vision
RRSB with company match
Flexible working
Paid time off
Birthday off
Team-building events
Training and development opportunities

Remote locations

Vancouver, British Columbia, Canada

Remote locations (standardized)

Vancouver, British Columbia, Canada

Visa sponsorship

Not detected in the job text

Keywords

SaaS
Customer Support
Help Desk
Legal Practice Management
Accounting Software
CRM
Troubleshooting
Screen Sharing
Ticket Management
SLA
Agile
Technical Support
Remote Work
Client Relations
Software Support

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