Customer Support Associate, United Kingdom

Laurel is on a mission to return time. As the leading AI Time platform for professional services firms, we’re transforming how organizations capture, analyze, and optimize their most valuable resource: time. Our proprietary machine learning technology automates work time capture and connects time data to business outcomes, enabling firms to increase profitability, improve client delivery, and make data-driven strategic decisions. We serve many of the world's largest accounting and law firms, including EY, Aprio, Crowell & Moring, and Frost Brown Todd, and process over 1 billion work activities annually that have never been collected and aggregated before Laurel’s AI Time platform.

Our team comprises top talent in AI, product development, and engineering—innovative, humble, and forward-thinking professionals committed to redefining productivity in the knowledge economy. We're building solutions that empower workers to deliver twice the value in half the time, giving people more time to be creative and impactful. If you're passionate about transforming how people work and building a lasting company that explores the essence of time itself, we'd love to meet you.

About the Customer Support Associate role

The Customer Support Associate will play a critical role in supporting Laurel’s U.K. and U.S. East Coast-based users. This person will deliver a superior experience to these users by helping them work through technical issues, learn how to use our product, and escalate their feedback to our internal team. The ideal candidate has tech startup support experience, takes an extreme ownership mindset, and is excited to spend the bulk of their time working on the front lines with Laurel’s users.

Core duties

- Becoming an expert on the Laurel product.

- Responding to and resolving inbound customer support inquiries in a timely, professional, and authoritative manner during U.K. core business hours (9am-5pm GMT). This includes:

- Doing first-line technical troub...