Email Admin Specialist (M365 & Google Workspace) — Client Onboarding + Support for Legal-Tech SaaS

We're a legal-tech SaaS company that helps law firms capture billable time automatically from their email. Every new client firm needs a simple mail-routing configuration set up in their Microsoft 365 or Google Workspace admin console — and someone patient and precise to walk their admin through it. That's where you come in. This is a part-time contractor role combining hands-on onboarding with ongoing customer support. WHAT YOU'LL DO Onboarding (the core of the role): * Guide law-firm administrators or their IT person through creating Exchange Online mail flow rules (Bcc transport rules in the Exchange Admin Center) and Gmail routing rules (Google Admin console) over screen-share calls * Handle edge cases like Microsoft 365 purchased through GoDaddy, rules created in a disabled state, and message-type scoping in Gmail routing * Help firms decide which users are in scope, verify mail is flowing end-to-end in our dashboard, and document anything unusual about their environment Ongoing support: * Provide first-line support via email, and scheduled screen-share calls * Diagnose "my emails aren't showing up" issues: disabled or deleted rules, mistyped Bcc addresses, out-of-scope users, security tools stripping Bcc, and sync issues with Clio or MyCase * Escalate genuine product bugs to engineering with clear reproduction steps, then follow through with the client to resolution * Write and maintain setup guides, FAQ articles, and short screen-recorded walkthroughs WHAT WE'RE LOOKING FOR * Hands-on admin experience with both Exchange Online mail flow/transport rules and Google Workspace Gmail routing. This is the single most important qualification — you've built these rules yourself, not just read about them. * You can guide a non-technical person through an admin console over video without taking over. Patience and plain-English explanation beat speed. * Prior customer support or IT helpdesk experience, ideally in B2B SaaS * Discretion and professionalism — you'll be working inside law firms' email environments with confidential correspondence * Excellent written English with a clear, calm, unflappable tone * Self-directed. This is contract work with minimal hand-holding. NICE TO HAVE * Experience working with law firms or other professional services clients * Familiarity with Clio, MyCase, or similar practice management software * Experience writing help-center documentation or recording walkthrough videos LOGISTICS * 10–20 hours per week * Your working hours should fall within roughly 7:00 AM – 6:00 PM US Pacific, since onboarding calls are scheduled with US-based law firms * Initial term of 3–6 months