Role SummaryThe Optimization Support role provides hands-on support to the Implementation and Managed Services teams, helping ensure that customer legal tech tool setups run smoothly and continue to improve over time. Working with initial direction from the Optimization Consultant, this specialist independently owns assigned support tasks, troubleshoots and resolves issues, and identifies opportunities to optimize existing workflows and automations.
This role is idóneo for someone hands-on with legal-tech platforms and CRMs, comfortable with data and automation work, and able to operate autonomously once given direction. A consulting mindset — always looking for ways to improve a client's process, not just fix what's broken — is central to success here.
Key Responsibilities• Provide ongoing support for customer configurations, resolving issues and requests accurately and on time
• Troubleshoot and diagnose problems across data models, permissions, automations, workflows, and reports
• Configure and adjust automations, workflows, permissions, reports/dashboards, and document templates




• Support data-related tasks, including mapping and cleanup of legacy data
• Identify and recommend improvements to existing workflows and automations (optimization focus)
• Communicate directly with clients to gather requirements, clarify issues, and confirm resolutions
• Log and manage client requests as tickets via email and internal platform support channels
• Keep the case management system accurate and up to date
• Support the delivery team with documentation, milestone tracking, meeting notes, and system updates
• Attend project and support meetings, taking on increasing ownership as experience grows

Required Qualifications• 1–3 years of relevant experience in a CRM, legal tech, or platform support/implementation role
• Hands-on experience with legal tech tools (Filevine) or demonstrated hands-on CRM experience (e.g., Salesforce administration or similar)
• Experience configuring

📌 Optimization Support (Medellín)
🏢 Provana
📍 Medellín