Client Support Specialist

Join the Force Behind Law Enforcement Success

At LeadsOnline, we bridge the gap between technology and justice, empowering law enforcement agencies with cutting-edge solutions to close cases and serve their communities. Our Client Support Specialists play a critical role in our mission, connecting law enforcement agencies with our powerful tools to help them work smarter and faster. Everything we do is grounded in our core values of Service, Energy, Ownership, and People-and we're looking for someone who embodies these principles.

What You'll Do

You'll be the first voice our clients hear - guiding law enforcement agencies and businesses through onboarding, troubleshooting problems, and making sure they get real value from our platform every day.

• Process and manage law enforcement and business account registrations, including state-specific and jurisdictional requirements.
• Lead new user onboarding - walking clients through the platform so they feel confident from day one.
• Resolve support requests - password resets, account access issues, permission changes, and configuration updates - efficiently and accurately.
• Provide remote troubleshooting support using tools like LogMeIn, owning issues through to resolution.
• Monitor and manage the support queue, keeping response times high and clients informed.
• Educate clients on platform features and best practices, proactively helping them get more out of LeadsOnline.
• Escalate complex issues to internal teams and follow through until they're fully resolved.
• Identify patterns in client friction and surface ideas to improve the overall support experience.

What We're Looking For

• 1+ years in customer support or technical troubleshooting (required); 3+ years preferred, ideally in technical support or law enforcement technology.
• Clear, professional communication both written and verbal
• Strong organizational skills - you manage competing priorities without dropping the ball.
• Detail-oriented with a bias toward accuracy - especially when compliance and client accounts are involved.
• A self-starter mentality - you don't wait to be told something is broken; you find it and fix it.

Who you are

You work well under pressure, take ownership without being asked, and care about the people on the other end of every ticket. You're comfortable juggling a full queue while keeping quality high - and you're always looking for ways to make things run better. If you're energized by a fast-moving team with a real mission, this role will feel like a natural fit.

Why Join LeadsOnline?

Be part of a team where your work truly matters. Help law enforcement agencies serve their communities better while thriving in a supportive, mission-driven culture that values Service, Energy, Ownership, and People.

What You Can Expect From Us:

We serve with Energy, diligence, and persistence. We deeply believe the work we do makes a difference in the lives of our users, the communities they protect, and the victims they serve. Guided by Ownership, we continually push to make our products better and to make each other better.

At LeadsOnline, we take our work seriously but not ourselves. You'll find joy, camaraderie, and fun in everything we do. That's Service, Energy, Ownership, and People in action.

Benefits

• Robust PTO
• Employee Paid Health Insurance
• 401k Match
• Paid Parental Leave
• STD / LTD
• And More!

LeadsOnline is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.

LeadsOnline maintains a drug-free workplace. The unlawful use, possession, or distribution of controlled substances or marijuana is strictly prohibited and will result in disciplinary action, up to and including termination.