Full-Time
Customer Support Analyst
Legal Accounting
Posted on 9/10/2026
Actionstep
201-500 employees
Cloud-based legal practice management platform
Compensation Overview
$55k - $60k/yr
Remote in USA + 1 more
More locations: Denver, CO, USA
Remote
Primarily supports business hours across the Pacific and Mountain time zones.
 Customer Experience & Support (1) |
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- Minimum 3 years of customer-facing experience in a customer support, customer service, or help desk role, ideally supporting a software-as-a-service technology platform.
- Previous experience working at Level 1 and Level 2 in a multi-level support team that is geographically distributed.
- Excellent oral, written, presentation, and communication skills for use with internal and external stakeholders and all levels of management.
- Technical aptitude and the ability to understand new platforms within a short period of time.
- Ability to operate and succeed in an agile, cross-functional environment to deliver effective outcomes for customers.
- Respond to inbound live chats and emails within an acceptable timeframe with informative, helpful, and genuine responses.
- Manage a queue of tickets with competing priorities, ensuring the most important issues are addressed first and receive the appropriate level of support.
- Investigate and resolve inbound tickets through outbound phone calls, screen-sharing sessions, live chats, or email responses to the original reporter.
- Resolve enquiries efficiently while addressing the core problem for the customer.
- Resolve enquiries on the spot where possible through a First Time Right approach.
- Escalate tickets appropriately with all relevant information to the suitable internal team, third party, or development team.
- Balance business and customer needs when prioritizing enquiries.
- Set realistic and accurate expectations with customers and stakeholders.
- Provide consistent and regular updates to users about active issues and represent the urgency of those issues to internal teams.
- Meet team service-level agreements and goal targets, including customer satisfaction, first response rate, average response time, escalation and resolution rates, and responsiveness to customer enquiries.
- Investigate issues with attention to detail and manage multiple priorities efficiently.
- Collaborate with support colleagues and other business units.
- Work across the Customer and Support teams to document and share product knowledge.
- Previous experience working in a distributed team.
- Experience with Actionstep or one of its integration partners.
- Experience working with legal software in prior roles.
- Experience as a practice manager or operations manager in a law firm.
Actionstep runs a cloud-based legal practice management platform for midsize law firms and compliance-focused businesses. It provides an all-in-one system for matter management, workflow automation, document automation/storage, time tracking, billing, and office and trust accounting, with integrations to Microsoft 365, Google Workspace, Xero, and QuickBooks, plus a secure client portal and mobile app. It differentiates itself by adapting to a firm’s existing processes rather than forcing a fixed workflow, and it has grown through acquisitions (LawMaster, FilePro, Soluno) under Serent Capital to expand globally. The goal is to help small- and mid-sized firms operate more efficiently with an integrated, scalable legal tech platform and to broaden its ecosystem worldwide.
Company Size
201-500
Company Stage
Grant
Total Funding
$160K
Headquarters
Richmond, Virginia
Founded
2004
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Simplify's Take
What believers are saying
- Actionstep launched Intelligence on August 11, 2026, bundling Trace and Acumen AI.
- Trace targets 25-50 recovered billable hours yearly per lawyer, according to Actionstep.
- Partnerships with iManage, Thirdfort, Secured Signing, BoostDraft, and Zylpha expand ecosystem reach.
What critics are saying
- Actionstep’s August 28, 2026 AP-Southeast 2 outage exposed recurring single-server fragility.
- Clio, CARET Legal, and MyCase undercut Actionstep on price, simplicity, and faster adoption.
- If Trace misidentifies billable work, firms will reject Actionstep Intelligence and churn.
What makes Actionstep unique
- Actionstep’s configurable workflows fit unusual firm processes, unlike rigid all-in-one competitors.
- Its system of record combines matter management, billing, trust accounting, and automation.
- Serent-backed acquisitions, including LawMaster, FilePro, and Soluno, deepen its mid-market platform.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Flexible Work Hours
Unlimited Paid Time Off
Hybrid Work Options
Company Social Events
401(k) Company Match
Professional Development Budget
Training Programs
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 1%2 year growth
↑ 3%Zylpha launches Actionstep integration as part of latest product update. August 31, 2026, 08:30 GMT New connector and platform enhancements streamline document retrieval and accelerate bundle preparation The launch of our Actionstep connector is an important step forward, giving legal professionals a seamless way to access documents from one of the industry's leading practice management platforms." - Tim Long, CEO Zylpha SOUTHAMPTON, SOUTHAMPTON, UNITED KINGDOM, August 31, 2026 / EINPresswire.com / - Zylpha, the UK's leading electronic court bundling & PDF editing platform, has announced the launch of a new integration with legal practice management platform Actionstep, alongside significant improvements to its connector framework and a range of productivity-focused enhancements. The August product release reinforces Zylpha's commitment to helping legal teams to create court bundles faster, reduce administrative overhead, and work more efficiently within the systems they use every day. New Actionstep Connector Delivers Seamless Integration Headlining the latest release is Zylpha's new connector for Actionstep, the cloud-based legal practice management platform used by law firms worldwide. The integration enables users to access and add documents directly from Actionstep into Zylpha when preparing electronic court bundles. By reducing the need for manual downloads, uploads, and file transfers, the connector creates a more streamlined workflow between matter management and bundle creation. As firms increasingly seek to eliminate duplicated processes and improve productivity, the new integration provides a more connected experience that allows legal teams to work with documents already stored within their existing Actionstep environment. The release forms part of Zylpha's wider strategy to integrate with the platforms legal professionals rely on most, helping users move from document management to court-ready bundles with minimal effort. Enhanced Connector Framework Improves Speed and Efficiency Alongside the introduction of the Actionstep connector, Zylpha has completed a major refactor of its connector framework. While much of the work has taken place behind the scenes, the project delivers enhanced stability, improved reliability, and a stronger foundation for future integrations. One of the most significant user-facing improvements is the ability for connectors to remember the last location visited when using the Add Documents feature. Previously, users working across multiple folders within integrated systems would often need to repeatedly navigate back to the same locations when adding files. With the new enhancement, Zylpha automatically remembers where users were last working, reducing unnecessary clicks and helping legal teams retrieve documents more quickly. The improvement is particularly valuable for matters containing documentation spread across multiple folders and repositories, helping users build complete bundles in less time while simplifying the overall workflow. Additional Platform Enhancements The August release also includes several smaller improvements designed to enhance usability and resolve known issues: - Refreshed context menus provide a cleaner and more intuitive user experience. - Document sorting by date now works correctly after documents have been processed using Zylpha Auto AI functionality. - Various styling improvements have been implemented throughout the platform to improve consistency and usability. Driving Continued Innovation Commenting on the release, Tim Long, CEO of Zylpha, said: "This update reflects our continued focus on making court bundling as efficient and friction-free as possible. The launch of our Actionstep connector is an important step forward, giving legal professionals a seamless way to access documents from one of the industry's leading practice management platforms. Equally important are the enhancements we've made to our connector framework, which reduce repetitive actions and help users work faster every day. By continually listening to customer feedback and refining workflows, we're helping legal teams spend less time on administration and more time focused on their cases." The latest enhancements are available immediately to Zylpha users. David Chapman Zylpha +44 1962 658881 email us here Visit us on social media: LinkedIn Bluesky Instagram Facebook YouTube TikTok X Legal Disclaimer: EIN Presswire provides this news content "as is" without warranty of any kind. We do not accept any responsibility or liability for the accuracy, content, images, videos, licenses, completeness, legality, or reliability of the information contained in this article. If you have any complaints or copyright issues related to this article, kindly contact the author above. You just read: August 31, 2026, 08:30 GMT EIN Presswire's priority is author transparency. We do our best to weed out false and misleading content. The content above is the sole responsibility of the author who makes it available. If you have any complaints, kindly contact the author above. David Chapman +44 1962 658881 Company/Organization Zylpha Ltd Grosvenor House, 2 Grosvenor Square Southampton, SO15 2BE United Kingdom +44 1962 658881
Actionstep releases Actionstep Intelligence: AI built for the business of midsize law firms. Aug 11, 2026 New built-in AI layer unifies and activates law firms' institutional knowledge, surfacing insights that help firms capture missed revenue, elevate expertise, and confidently execute client work DENVER, Aug. 11, 2026 /PRNewswire/ - Actionstep, the leading provider of cloud-based law firm operations software for midsize law firms, today released Actionstep Intelligence, an AI layer built directly into its practice management platform. Purpose-built for midsize law firms, Actionstep Intelligence delivers firmwide business insights, identifies revenue opportunities, and helps professionals understand, prioritize, and execute tasks across approved legal operational and financial workflows. The AI layer is designed for the business of law and the unique needs of midsize law firms. BigLaw often has bespoke data science teams and solo firms don't need enterprise-level insight. Midsize law firms sit in between, often running their business leanly, which makes many bolt-on AI tools too costly to adopt and fuel ROI. Actionstep Intelligence fills a gap for midsize law firms by activating AI intuitively within the workflows professionals already use, not bolting it on or requiring a separate solution or integration project. "The legal industry isn't short of AI promises. Midsize law firms have been told that AI is the answer to their challenges, without being given AI that works for them and their future," said Early Stephens, CEO, Actionstep. "A lot of what's on the market today sits outside the systems firms already use, which creates friction and higher overhead. We built Actionstep to adapt to how midsize firms run since day one, and Actionstep Intelligence brings that same approach to AI. Our AI is configured to the firm and developed to help it grow." Actionstep Intelligence works through four connected capabilities: * Context: Draws on the firm's matters, data, and workflows held securely within Actionstep's practice management platform. * Observe: Detects activity across email, documents, and Actionstep, understands the context of the work, and connects it to time capture, matter management, task completion, and billing so firms can bring in more revenue. * Recommend: Analyzes firms' business data and recent activity to identify trends, anomalies, and opportunities, recommending next steps to support informed and timely decision-making. * Execute: Proposes and carries out approved operational and financial work with human oversight and full audit trails. "Actionstep Intelligence works differently because of how deeply it understands each firm," said Triona Buckley, chief product officer, Actionstep. "AI built into the system of record, which firms have configured to how they want to operate, already understands their practice area, matter types, workflows, client histories, team structure, and more. Because that context is already there, the AI puts the right insights in the right hands at the right moments across the firm. The firm's knowledge becomes accessible to everyone who should see it, freeing professionals to focus on the work that genuinely requires their expertise." The first capabilities available through Actionstep Intelligence are AI-powered time tracking and business intelligence. AI-powered time tracking, Trace, observes and identifies billable activity across a fee earner's work, maps it to the right matter and billing codes, and prepares draft time entries for review inside Actionstep. Entries are not posted automatically, and the fee earner retains control over what reaches the bill. Trace helps firms bill faster, stay focused on client work, and capture more revenue. Firms have reported recovering 25-50 additional billable hours per lawyer per year, saving up to 100 hours of manual entry per lawyer annually and holding billing deductions and appeals to 3% or less. AI-enhanced business intelligence, Acumen, gives firm leaders, team leaders, and fee earners an interactive, role-specific, current, and curated picture of the financial and operational metrics they need to meet their KPIs, spot opportunities, and make more informed decisions. Acumen business intelligence is delivered through preconfigured, filterable, law-firm-specific dashboards within Actionstep. Acumen has an AI insight assistant to query reports, data sets, and trends and automatically surface insights and recommend actions tailored to the user profile and role. Acumen replaced the need to export and reconcile data through manually maintained systems or third-party tools. Actionstep is expanding Actionstep Intelligence later this year with additional capabilities across search, workflow execution, and an MCP server. Actionstep will be at ILTACON 2026 in Nashville, August 23-27, where members of the leadership team will be available for product demonstrations. About Actionstep Actionstep is the leading law firm management platform for midsize firms around the world. Built to adapt to a firm's unique strengths and goals, Actionstep empowers more than 5,000 firms globally to modernize operations and build lasting advantages in the legal marketplace. Connected capabilities like client intake, matter management, document management and automation, time tracking, billing, legal accounting, and business reporting, support users globally. Learn more and request a demo at www.actionstep.com. Facebook Comment
Actionstep has released Actionstep Intelligence, an AI layer integrated into its practice management platform for midsize law firms. The system activates institutional knowledge to surface business insights, identify revenue opportunities, and help professionals execute client work. The AI operates through four capabilities: Context, which draws on firm data; Observe, which detects activity across email and documents; Recommend, which analyses business data to identify trends; and Execute, which carries out approved operational work with human oversight. Initial features include AI-powered time tracking (Trace) and business intelligence (Acumen). Firms using Trace have reported recovering 25-50 additional billable hours per lawyer annually whilst saving up to 100 hours of manual entry. Actionstep serves over 5,000 firms globally and will demonstrate the technology at ILTACON 2026 in Nashville from 23-27 August.
VXT and WorkCloud announce strategic partnership. June 11, 2026 WorkCloud, a legal technology consultancy and long-standing Actionstep implementation partner, and VXT, a phone system built specifically for law firms, have announced a strategic partnership to help firms modernise their client communication and time capture. The partnership brings together WorkCloud's experience supporting more than 400 law firms across Australia and New Zealand as they move to cloud-based practice and document management systems, with VXT's legal-specific phone system that integrates directly with practice management software such as Actionstep. Together, VXT and WorkCloud will support firms looking to move away from generic or legacy phone systems, fragmented workflows, and manual processes. WorkCloud is Actionstep's original consulting partner and one of only two Platinum partners globally. Over the past decade, the team has implemented Actionstep for more than 4,000 users and worked with over 400 law firms, continuing to support firms as their technology needs evolve. Richard Jones, CEO at WorkCloud, said the consultancy partners with systems that are easy to use and integrate with what law firms already have in place. "When we recommend technology to our clients, we're looking for best-in-class tools that fit their specific requirements and work well with the systems they already use", Jones said. "We focus on software that reduces manual work and delivers real efficiency gains". Sophie Svenson, Head of Marketing & Partnerships at VXT, said the partnership is designed for firms already working with WorkCloud that want their systems to function as a more complete, connected whole. "Calls carry a lot of important information, but that information doesn't always end up in the matter", Svenson said. "By working together, we give firms a trusted way to make sure call data - including transcripts and billable time - is captured automatically in Actionstep, without adding another disconnected system". WorkCloud is an AI-first legal consultancy, working with firms to identify manual processes and introduce systems that deliver practical efficiency gains. As part of this approach, WorkCloud prioritises tools that apply AI in ways that are immediately useful - including improving information capture, reducing administrative effort, and supporting better use of data across connected legal systems. Jones said the partnership with VXT reflects how WorkCloud supports firms once core systems are in place. "For many firms, Actionstep sits at the centre of their operations", he said. "From there, it's about making sure the surrounding systems work properly together. Tools like VXT improve how calls, time, and client communication are captured and managed". By integrating VXT with Actionstep and other legal software, firms can automatically log calls, generate AI-powered call summaries, and capture billable time without relying on manual processes. The VXT-WorkCloud partnership further strengthens VXT's growing ecosystem of legal technology partners, supporting law firms across Australia, New Zealand, the United Kingdom, and North America. See the partnership in person. To mark the partnership, VXT and WorkCloud are co-hosting a file-notes-live in Sydney on Wednesday 22 July. file-notes-live is an intimate, in-person event for ambitious law firm leaders. Each event features an expert speaker and candid conversations about the realities, opportunities and challenges of running a firm, covering technology, talent, growth, and everything in between. This private lunch is for leaders thinking carefully about where AI and other technology fit in their firm. About VXT. VXT is a phone system built specifically for law firms. It integrates with legal practice management software to show caller information on incoming calls and automatically save call details - including transcripts, summaries, and billable time - to the correct matter. More than 10,000 lawyers use VXT, collectively making over 24 million calls, with over 140 law firms joining the platform each month. About WorkCloud. WorkCloud is a legal technology consultancy that helps law firms modernise their systems, workflows, and operations. Established in 2014, WorkCloud is a trusted implementation partner for Actionstep and other leading legal technology platforms. Having worked with more than 400 law firms and implemented over 4,000 Actionstep users, WorkCloud focuses on helping firms achieve measurable improvements by selecting, integrating, and optimising the right systems for long-term success.
News: Secured Signing announces seamless integration with Actionstep to automate law firm workflows | CitizenWire. MOUNTAIN VIEW, Calif. /CitizenWire/ - Secured Signing, a leading provider of secure digital signature, online notarization, video signing and identity verification solutions, announces a powerful new integration with Actionstep, the cloud-based practice management platform trusted by modern law firms. This integration delivers a frictionless workflow that empowers legal professionals to draft, send, sign, and file documents all without ever leaving Actionstep platform. In an industry where manual data entry often leads to costly errors and lost billable hours, this integration offers a direct solution: Sign. Save. Stay in Actionstep. By plugging Secured Signing directly into the Actionstep dashboard, firm data such as signer names, emails, and matter numbers are pre-populated automatically. Once a document is executed, it "returns home," automatically saving back against the correct matter and updating relevant data fields in real-time. "Law firms running on Actionstep already benefit from an exceptionally powerful practice management platform," said Mike Eyal, CEO of Secured Signing. "Now, they can amplify that power with a sophisticated, purpose-built e-Signature and digital identity layer." This integration delivers the seamless, reliable signing experience legal teams expect eliminating copying, pasting, manual filing, and every other workflow bottleneck. KEY FEATURES OF THE INTEGRATION: * Direct Dashboard Initiation: Initiate signature requests, Remote Online Notarization (RON), In Person Electronic Notary (IPEN), Video Signing, and identity verification directly within Actionstep. * Automatic Matter-Centric Save-Back: Executed documents are automatically filed against the matching matter number, ensuring a tamper-evident audit trail is always where it belongs. * Real-Time Status Tracking: Monitor document signing progress at a glance to keep deadlines on track and instantly spot matters that need follow-up. * Enhanced Security & Identity Verification: Features include proactive deepfake detection and biometric matching to safeguard firms against signer identity fraud. This integration is purpose-built for law firms of any size that require enterprise-grade security, including PKI-based Advanced Electronic Signatures (AES), individual digital certificates for every signer, Online Notary, and Remote Witnessing, all while delivering a completely frictionless user experience. The Secured Signing for Actionstep integration is available now. For more information or to request a demo, visit Secured Signing. Learn more at: https://www.securedsigning.com/integrations-api/actionstep/ ABOUT SECURED SIGNING Secured Signing is a global provider of digital document signing offering Advanced e-Signatures and Remote Online Notarization solutions, trusted by legal professionals, financial institutions, healthcare providers, government agencies, and businesses worldwide. Its platform combines compliance-grade security with an intuitive user experience, enabling organizations to execute documents with confidence - wherever their signers are located. For more information, visit: https://www.securedsigning.com/ Information is believed accurate but is not guaranteed. For questions about the above news, contact the company/org/person noted in the text and NOT this website.