10 days ago
Customer Support Specialist
Swooped
Hybrid
Full Time
$60,000
Hybrid
Job Overview
Job TitleCustomer Support Specialist
Job TypeFull Time
CategoryCommerce
Experience5 Years
DegreeMaster
Offered Salary$60,000
LocationHybrid
Who's the hiring manager?
Sign up to PitchMeAI to discover the hiring manager's details for this job. We will also write them an intro email for you.
Job Description
About the Role
Our client has a reputation for excellent customer service. As a Customer Support Specialist, you will act as a client advocate to ensure that customers are able to achieve positive business outcomes throughout their partnership with the company. Proactive, energetic, and self-driven, you will strive to understand customers within the legal tech industry and work to be a trusted partner so that firms love and grow with the organization.
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 help them understand evolving client needs
- Other duties as assigned
Required Qualifications
- 1-2 years of customer support experience
- SaaS experience preferred
- Strong initiative and creative problem solving
- Strong communication skills and introspection to understand customer needs
- Able to work well with a team and independently
- Excellent conflict management skills
- Experience in the legal or consulting industry advantageous
Ideal Candidate Profile
- A problem-solver and a go-getter who isn't afraid to dive into projects and get their hands dirty
- Articulates clearly, both written and orally, to build consensus, communicate ideas and deliver on-time
- Ability to engage, influence, and inspire stakeholders to drive collaboration and alignment
- Excellent with user-experience design principles and data analytics
Benefits/Perks
- Competitive salary
- Paid vacation + sick and parental leave
- Remote working flexibility
- Company culture that encourages work / life balance
- 100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants
Key skills/competency
- Customer Service
- Client Advocacy
- Troubleshooting
- Client Onboarding
- Client Retention
- Communication Skills
- Problem Solving
- SaaS Experience
- Conflict Management
- Legal Tech Industry
How to Get Hired at Swooped
- Research the client's legal tech solution: Understand MerusCase and their specific client service approach within the legal industry.
- Tailor your resume for legal tech support roles: Highlight SaaS experience, client advocacy, and problem-solving relevant to their specific industry needs.
- Prepare for client-centric interviews: Focus on demonstrating strong communication, conflict management, and customer empathy skills essential for this role.
- Showcase your initiative and adaptability: Provide examples of continuous learning and proactive issue resolution in a fast-paced environment.
- Understand Swooped's process: Be prepared for a thorough screening by Swooped before being presented to the client company for further interviews.
Frequently Asked Questions
Find answers to common questions about this job opportunity
01What is the primary product a Customer Support Specialist supports at Swooped's client company?
02How does Swooped facilitate the application process for this Customer Support Specialist role?
03What kind of customer support experience is required for the Customer Support Specialist position?
04What are the key responsibilities of a Customer Support Specialist at the client company?
05What benefits are offered for the Customer Support Specialist position?
06How important are communication skills for the Customer Support Specialist role?
07Is the Customer Support Specialist role at Swooped's client fully remote?
08What does being a 'client advocate' entail for a Customer Support Specialist?
Explore similar opportunities that match your background