Customer Support Specialist

About Our Client

Our client is renowned for excellent customer service. As a Customer Support Specialist, you will act as a client advocate, ensuring positive business outcomes and a lasting partnership.

Key Responsibilities

• Support existing customers via chat, email, and phone
• Diagnose and troubleshoot client issues
• Onboard new customers with training calls and check-ins
• Continuously acquire expertise in the company's features
• Write and update help center materials
• Improve client retention
• Work with various stakeholders to understand evolving client needs
• Perform other duties as assigned

Required Qualifications

• 1-2 years of customer support experience
• SaaS experience preferred
• Strong initiative and creative problem solving
• Excellent communication skills
• Able to work well in a team and independently
• Excellent conflict management skills
• Experience in the legal or consulting industry advantageous

Ideal Candidate Profile

A problem-solver and go-getter who dives into projects and gets hands-on. You should articulate clearly in writing and orally, engage and inspire stakeholders, and be familiar with user-experience design principles and data analytics.

Benefits/Perks

• Competitive salary
• Paid vacation, sick and parental leave
• Remote working flexibility
• Company culture supporting work/life balance
• 100% paid PPO medical, dental, and vision insurance
• 401k matching, equity grants

Key skills/competency

• customer support
• SaaS
• onboarding
• troubleshooting
• retention
• communication
• legal tech
• conflict management
• stakeholder
• training