[Hiring] Support and Triage Paralegal @General Legal

Role Description

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.

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.

Qualifications

• 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.

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.