[Hiring] Support & 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.

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.

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.