6 days ago
Customer Support Specialist, MerusCase
Swooped
Hybrid
Full Time
$65,000
Hybrid
Job Overview
Job TitleCustomer Support Specialist, MerusCase
Job TypeFull Time
CategoryCommerce
Experience5 Years
DegreeMaster
Offered Salary$65,000
LocationHybrid
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Job Description
About the Customer Support Specialist, MerusCase Role at Swooped
Our client values excellent customer service. As a Customer Support Specialist, you will champion client needs, ensuring they achieve successful business outcomes throughout their partnership. Your proactive, energetic, and self-driven approach will be key to understanding customers in the legal tech industry and becoming a trusted partner, fostering client loyalty and growth.
Key Responsibilities
- Support existing customers via chat, email, and phone channels.
- Diagnose and troubleshoot client issues effectively.
- Onboard new customers through comprehensive training calls and follow-up check-ins.
- Continuously acquire and maintain expertise in the company's features and products.
- Write and update help center materials to empower customer self-service.
- Implement strategies to improve client retention.
- Collaborate with various internal stakeholders to convey evolving client needs.
- Perform other duties as assigned to support customer success.
Required Qualifications
- 1-2 years of proven customer support experience.
- SaaS experience preferred, demonstrating familiarity with software as a service models.
- Strong initiative and a creative approach to problem-solving.
- Excellent communication skills and self-awareness to understand customer needs.
- Ability to work effectively both within a team and independently.
- Demonstrated excellent conflict management skills.
- Experience in the legal or consulting industry is advantageous.
Ideal Candidate Profile
- A proactive problem-solver and go-getter eager to dive into projects.
- 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.
- Proficient with user-experience design principles and data analytics concepts.
Benefits/Perks
- Competitive salary package.
- Generous paid vacation, sick leave, and parental leave.
- Flexible remote working options.
- Company culture that actively encourages work-life balance.
- 100% paid PPO medical, dental, and vision insurance.
- 401k matching program.
- Equity grants.
Key skills/competency
- Customer Support
- SaaS
- Legal Tech
- Troubleshooting
- Client Advocacy
- Communication Skills
- Problem Solving
- Client Onboarding
- Client Retention
- Stakeholder Engagement
How to Get Hired at Swooped
- Research Swooped's mission: Study their unique approach to connecting candidates with top-tier employers, focusing on their client advocacy.
- Tailor your resume: Customize your application to highlight customer support, SaaS experience, and any legal/consulting background for the Customer Support Specialist role.
- Showcase problem-solving skills: Prepare specific examples demonstrating your ability to diagnose issues, troubleshoot effectively, and resolve conflicts, especially in a B2B SaaS context.
- Emphasize communication and empathy: Practice articulating how you build consensus, engage stakeholders, and understand customer needs, crucial for success at Swooped.
- Prepare for client advocacy questions: Be ready to discuss how you've acted as a client advocate, ensuring positive business outcomes for customers.
Frequently Asked Questions
Find answers to common questions about this job opportunity
01What is the primary focus of the Customer Support Specialist, MerusCase role at Swooped?
02What kind of SaaS experience is preferred for this MerusCase support position?
03How important are communication skills for a Customer Support Specialist at Swooped?
04What technical skills should I highlight when applying for the Customer Support Specialist, MerusCase role?
05Does Swooped offer remote work flexibility for the Customer Support Specialist position?
06What benefits are offered for the Customer Support Specialist at Swooped?
07What is the expected level of legal tech industry knowledge for this role?
08How can I demonstrate my problem-solving abilities during an interview for this role?
09Will I be involved in onboarding new customers as a MerusCase Customer Support Specialist?
10What are the opportunities for professional growth within this role at Swooped?
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