Support & Triage Paralegal

Job description

*$80,000 – $100,000 | Full-Time | Remote* We’re looking for a sharp, legally-fluent Support and Triage Paralegal to serve as the first substantive touchpoint for incoming client matters. If you thrive on variety, trust your own read, and have a low tolerance for things falling through the cracks, we’d like to talk. ## About General Legal We’re an AI-native law firm built to deliver high-quality commercial contract work faster and more predictably than traditional firms. We combine experienced, U.S.-barred attorneys with AI-native workflows to handle drafting, review, and negotiation end to end—without billable hours, bloated process, or junior handoffs. We operate like a startup because we are one: modern tooling, outcome-based pricing, remote-friendly work, and meaningful ownership for the people who build with us. Attorneys and clients alike depend on that technology every day, and keeping it running smoothly is mission-critical to how we operate. **About the Role** We’re looking for a tech-savvy, legally-fluent Support & Triage Paralegal to serve as the first point of contact for technology issues and questions from General Legal’s internal attorneys and clients—and as the first substantive touchpoint for incoming client matters. You’ll troubleshoot platform and access issues, keep the tools our team and clients rely on running smoothly, and bring real legal and administrative acumen to every request—quickly assessing what a matter actually involves, determining whether it requires attorney attention or can be handled directly, and acting accordingly. Think of it like a help desk with clinical training: you’re not just resetting passwords or routing patients—you’re keeping the whole operation running for the people who depend on it. You’ll triage matters to attorneys according to their shift hours and expertise, resolve technical issues for attorneys and clients, scope matters, revise standard agreements, handle filings and routine legal tasks independently, and escalate to the right attorney or engineer when the situation calls for it. This is a high-visibility role at the intersection of technology, legal work, and operations, with direct impact on client experience and firm efficiency. **What You’ll Do** **Technical Support — Attorneys & Clients** - Serve as the first point of contact for technology issues and questions from General Legal’s internal attorneys and clients—covering access, login, e-signature, and matter management platform issues. - Troubleshoot and resolve routine technical issues independently; escalate complex or system-level problems to the engineering team with clear context and reproduction steps. - Onboard new attorneys and clients to the firm’s technology stack, including account setup, permissions, and platform walkthroughs. - Maintain internal and client-facing documentation, FAQs, and troubleshooting guides for the tools the firm relies on. - Monitor for recurring technical issues and flag systemic problems to engineering before they affect the attorney or client experience. **Matter Intake & Scoping** - Own the intake process for all incoming client matters—review submissions, assess legal nature and complexity, and determine the appropriate path forward. - Ask precise clarifying questions to gather missing information efficiently, without creating unnecessary friction for clients or attorneys. - Categorize and prioritize matters based on urgency, client tier, subject area, and attorney availability. **Paralegal Work & Direct Handling** - Handle standard paralegal tasks independently: minor revisions to agreements, entity filings, NDA reviews, contract summaries, template population, and document organization. - Draft correspondence and initial client-facing communications on behalf of the firm, as needed. - Maintain and update standard document templates as directed by attorneys. - Prepare matters for attorney handoff with a clear summary of the issue, relevant documents, and recommended next steps. **Routing & Assignment** - Route attorney-required matters to the right person or team, with a clear read on complexity, specialty fit, and workload. - Maintain a real-time view of attorney capacity and help balance load across the team. - Escalate urgent or ambiguous matters quickly and confidently, with enough context for attorneys to act immediately. **Tracking & Follow-Up** - Own the matter lifecycle from intake through resolution—maintaining accurate status in the firm’s matter management system at every stage. - Proactively follow up with attorneys and clients on open items, pending deliverables, and upcoming deadlines. - Flag stalled matters, surface blockers early, and drive issues to closure. **Client Communication** - Serve as a consistent point of contact for clients on matter status, timelines, next steps, and any technical issues affecting their experience. - Translate legal and technical complexity into clear, plain-language updates—communicating with confidence across founder, executive, and operating-level stakeholders. **Process & Systems** - Work closely with attorneys, clients, and the engineering team to evaluate, build, and refine technical support, intake, and routing workflows. - Identify patterns in matter volume, routing, and resolution time—surface insights that help the firm operate more efficiently. - Track technical support requests to resolution, monitoring response times and satisfaction for both General Legal attorneys and clients. - Document and maintain SOPs for technical support and triage operations as the firm scales. **What We’re Looking For** **Background & Experience** - Paralegal certificate or equivalent experience; bachelor’s degree preferred. - 3–5 years of paralegal, legal operations, or closely related experience in a law firm, legal tech, or in-house legal environment. - Startup or high-growth company exposure strongly preferred—you’re comfortable with ambiguity and building process where little exists. - Solid legal foundation across commercial contracts and general corporate matters—you can read an agreement and know what matters. - Excellent organizational instincts: you track everything, miss nothing, and communicate proactively. - Strong written and verbal communication skills; comfortable managing expectations with both internal teams and external clients. - Comfortable being the first line of defense for technical and workflow issues; project management tools such as Notion, CRMs, or workflow automation strongly preferred. - **Located in Eastern Time, with the ability to cover Eastern Time hours (7am–3pm ET), Monday–Friday.** **How You Work** - You thrive on variety and can context-switch quickly without losing track of the details. - You know what you can handle independently—and you’re equally clear about when something needs an attorney. - You have a low tolerance for things falling through the cracks—and a system for making sure they don’t. - You’re energized by building better processes, not just executing existing ones. - You communicate with clarity, confidence, and friendliness regardless of who’s in the room. - You’re genuinely energized by technology—troubleshooting a platform issue is as satisfying to you as solving a legal one—and you’re excited about working in an environment that uses AI to change how legal services are delivered. - You default to being the person who fixes the problem rather than just reporting it, whether the issue is technical or legal. **Bonus Points** - Tech-forward mindset—experience with project management tools such as Notion, CRMs, or workflow automation. - You’re curious about technology and excited about working in an environment that uses AI to change how legal services are delivered. - You’re energized by building better processes, not just executing existing ones. **The Structure** This is a remote-first role with annual team onsites for collaboration, planning, and the occasional celebration. We take the onsites seriously, and otherwise trust you to do your best work from wherever you do your best work. **Why This Role** This isn’t a traditional support paralegal role. You’ll have real ownership over incoming matters from day one, with autonomy to handle work independently and direct visibility into how the firm operates. For someone who wants to build process, use modern tooling, and grow with a startup without leaving law—this is the right move. **Compensation & Benefits** - Base Salary: $80,000–$100,000, commensurate with experience. - 401(k) with 5% employer match. - Health & dental insurance fully covered, with partial subsidies for dependents. - Annual team onsites. - Training and development stipend. - Open to additional benefits that meaningfully support productivity and wellbeing. *We are an equal opportunity employer and are committed to building a diverse and inclusive team.* *All applicants applying for U.S. job openings must be legally authorized to work in the United States and are required to have U.S. residency at the time of application.*