About the role

Immigrantio helps thousands of people find the right immigration lawyer at one of the most stressful moments of their lives — and connects licensed attorneys with the clients who need them. When someone has a question, a booking problem, or just needs reassurance, support is the human face of the platform. We're looking for a Customer Support Specialist to be that person for both sides of our marketplace: the immigrants searching for help and the lawyers and firms who serve them.

This is a hands-on, high-empathy role. You'll solve problems quickly, explain things clearly, and turn frustrating moments into reasons people trust us.

What you'll do

  • Be the first response for clients and lawyers over email and in-app chat — answer questions, fix issues, and follow through to resolution.
  • Help clients find lawyers, book consultations, and understand how payments and the process work.
  • Support lawyers and firms with their profiles, plans, leads, and day-to-day use of the platform.
  • Guide new lawyers and firms through onboarding so they get value fast.
  • Spot bugs and recurring pain points, document them clearly, and escalate to product and engineering.
  • Keep our help center and FAQ accurate and easy to follow.
  • Handle sensitive situations with calm, patience, and discretion.

What we're looking for

  • 2+ years in a customer support, success, or service role — ideally at a SaaS, marketplace, or other online product.
  • Excellent written English and a warm, clear communication style.
  • Genuine empathy and patience, especially with people under stress.
  • Strong problem-solving instincts and the ownership to see issues through.
  • Comfort juggling multiple conversations and tools without dropping the ball.
  • Reliability and good judgment when working independently in a remote team.

Nice to have

  • Familiarity with help-desk / CRM tools (e.g. Zendesk, Intercom, HubSpot).
  • A second language — Spanish or another widely spoken language is a big plus.
  • Exposure to immigration, legal, or another regulated, high-stakes field.

Why Immigrantio

  • Fully remote, full-time role with flexible hours.
  • A mission that matters: helping immigrants navigate the legal system with confidence.
  • Direct impact — your work shapes how people experience the platform.
  • A small, fast-moving team where good ideas ship quickly.

How to apply

Use the form on this page to send your resume and a short note about why support work suits you. If you've handled tricky customer situations you're proud of, tell us about them.