In accordance with applicable law, the salary listed represents a reasonable estimated compensation range for this role. Actual compensation will be determined based on skills, experience, and geographic location and may be more or less than the amount shown above. This range does not include any potential incentive compensation, such as commissions, for sales roles.

The salary range provided represents base compensation and does not include potential equity, which is available for qualifying positions. At Laurel, we are committed to the well-being of our team by offering a comprehensive benefits package. From health and wellness programs to paid time off and retirement planning options, we provide a range of benefits for qualified employees. For detailed information on the benefits specific to this position, please consult with your recruiter.

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, Grant Thornton, and Latham & Watkins, 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 Laurel

We're a team that is connected by time. Life has taught us its true value and finite nature. We value every minute and are on a mission to return time. And we live and breathe that mission in everything we do — from how we build our product that saves our customers time to how we operate as a company.

Come work with a team that's intelligent yet humble, visionary yet gets things done. A team that's only getting started at cracking a problem that affects every person who uses a screen to work.

Come build a company that will stand the test of time as we look to understand time itself.

We all waste a staggering amount of time at work (~33%) because we have no idea where we are spending it. Worse yet, we continue to operate in a factory model that simply does not apply to creative work. Our big bet is that by understanding time, we'll be able to move away from it as a unit of value. In the future knowledge economy (lawyers, accountants, engineers), contributions will be assessed on value added, not the underlying time spent adding it.

Ambitious mission to say the least, so where are we starting? We have created a new market category called Time Automation that automates the timekeeping process for professionals and allows us to collect time data at scale. Before Laurel, professionals had to manually record every six minutes of their day into antiquated timekeeping software. Not anymore. We are moving away from a world in which humans tell a machine what they did at work, to our version of the world in which the machine tells the human.

We are looking for individuals who share our passion of returning time. Come join us on our journey as we spend time solving time. It will be a long road but if we're even half right, we'll change the way work is measured and performed forever.

About the Customer Support Associate (EST) role

The Customer Support Associate will play a critical role in supporting Laurel’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.S. East Coast business hours (7am-4pm EST). This includes:

  • Doing first-line technical troubleshooting and problem-solving to resolve basic customer issues.

  • Thoroughly documenting technical problems that users are encountering, and escalating them internally as-needed.

  • Educating customers about our product.

• Independently staying up-to-date on product changes.

• Thoroughly understanding customers’ needs and preferences, and articulate these internally on an as-needed basis.

• Contributing to strategic projects in Customer Support on an as-needed basis, including Help Center articles, internal documentation, and customer education initiatives.

You will thrive in this role if you

• Are able to cover early-morning U.S.. business hours (7am-4pm EST).

• Have 3-5 years of experience providing customer support in a software environment.

• Have superior written communication skills – you are an excellent “explainer.”

• Have superior problem-solving skills.

• Have a proven track record of driving high customer satisfaction.

• Have a proven track record of working efficiently and setting appropriate priorities independently.

• Have a proven track record of building strong working relationships with colleagues in a remote environment.

• Are comfortable in a low-context, fast-moving environment.

• Are a self-starter who requires minimal supervision.

• Are excited to remain an individual contributor for the foreseeable future.

Flexibility and logistics

Location: This team member must be located in the U.S, and will likely be physically located on the East Coast to accommodate early-morning U.S. hours; you will be required to work a set schedule as noted below.

Work times: This team member will work 7am-4pm EST. These hours correspond to the working hours of our U.S. East Coast-based customers, and overlap with the working hours of our U.K.-based customers; as a result, they are not flexible. It’s also important to note that this team member may be asked to work some holidays on a rotating basis.

Compensation: This role will be compensated on an hourly basis in compliance with all applicable local, state, and U.S. laws. The expected pay range for this position is $54,000 - $83,000 USD annually, which equates to approximately $25.96 - $39.90 per hour based on a full-time schedule. The actual hourly rate will be determined based on factors such as location, experience, skills, and qualifications.

Why join Laurel:

• To date, we've secured significant funding from renowned venture capitalists (Google Ventures, IVP, Anthos, Upfront Ventures), as well as notable individuals like Marc Benioff, Gokul Rajaram, Kevin Weil, and Alexis Ohanian

• A smart, fun, collaborative, and inclusive team

• Great employee benefits, including equity and 401K

• Bi-annual, in-person company off-sites, in unique locations, to grow and share time with the team

• An opportunity to perform at your best while growing, making a meaningful impact on the company's trajectory, and embodying our core values: understanding your "why," dancing in the rain, being your whole self, and sanctifying time

We encourage diverse perspectives and rigorous thinkers who aren't afraid to challenge the status quo. Laurel is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are not able to support visa sponsorship or relocation assistance.

If you think you'd be a good fit for this role, we encourage you to apply, even if you don’t perfectly match all the bullet points in the job description. At Laurel, we strive to create an inclusive culture that encourages people from all walks of life to bring their unique, diverse perspectives to work. Every day, we aim to build an environment that empowers us all to do the best work of our careers, and we can't wait to show you what we have to offer!

Compensation Range: $54K - $83K