Provide frontline support to customers using our municipal court module via phone, email, and internal ticketing systems.
Troubleshoot issues related to case management, citations, warrants, court dockets, dispositions, payments, and reporting.
Guide customers through product features, system updates, and best practices for efficient court operations and case lifecycle management.
Assist users with workflows such as citation entry, court scheduling, fine and fee assessments, collections, and compliance tracking.
Collaborate with Product, Delivery, and QA teams to escalate and track complex issues and enhancement requests.
Maintain detailed case documentation and contribute to a knowledge base of FAQs, how-to guides, and support resources.
Assist with onboarding and training of new customers on municipal court functionality.
Stay current on regulatory updates relevant to municipal courts, including state statutes, court procedures, and reporting requirements.
Identify recurring customer challenges and provide insights that influence product improvements and support processes.

High School diploma or equivalent experience (associate’s degree preferred)
4+ years of experience working in municipal court operations or supporting court/case management software
Strong understanding of municipal court processes, including case lifecycle, citations, warrants, dockets, and dispositions
Familiarity with court fines, fees, collections, and compliance requirements
Customer-first mindset with experience supporting external clients
Strong communication, troubleshooting, analytical skills and attention to detail
Ability to translate complex technical concepts into clear, user-friendly guidance
Ability to work independently and collaboratively in a team environment
Ability to handle multiple tasks simultaneously, to complete work despite frequent interruptions, and to organize and prioritize tasks

Customer Support Specialist – Municipal Courts, Public Sector SaaS

Key skills