Customer Support Specialist

About the Customer Support Specialist Role at Swooped's Client

Our client, a company renowned for its exceptional customer service, is seeking a proactive, energetic, and self-driven Customer Support Specialist. In this vital role, you will serve as a client advocate, ensuring customers in the legal tech industry achieve positive business outcomes throughout their partnership. Your goal is to become a trusted partner, fostering customer satisfaction and growth with the organization by deeply understanding their needs.

Key Responsibilities

• Support existing customers effectively via chat, email, and phone channels.
• Diagnose and troubleshoot client technical issues with precision.
• Onboard new customers through comprehensive training calls and regular check-ins.
• Continuously acquire and expand expertise in the company's product features.
• Create and update helpful help center materials for self-service support.
• Implement strategies to improve overall client retention rates.
• Collaborate with various internal stakeholders to convey evolving client needs.
• Perform other assigned duties as necessary to support customer success.

Required Qualifications

• 1-2 years of relevant customer support experience.
• SaaS experience is highly preferred for this role.
• Demonstrated strong initiative and creative problem-solving abilities.
• Excellent communication skills and introspection to truly understand customer needs.
• Proven ability to collaborate effectively within a team and work independently.
• Strong conflict management skills to resolve issues professionally.
• Experience within the legal or consulting industry is advantageous.

Ideal Candidate Profile

• A proactive problem-solver and go-getter eager to tackle new projects.
• Articulates clearly, both in writing and orally, to build consensus and deliver on-time.
• Ability to engage, influence, and inspire stakeholders for collaboration and alignment.
• Proficient with user-experience design principles and data analytics.

Benefits & Perks

• Competitive salary package.
• Paid vacation, sick leave, and parental leave benefits.
• Flexible remote working environment.
• Company culture that actively promotes work-life balance.
• 100% paid PPO medical, dental, and vision insurance.
• 401k matching and equity grants.

Key skills/competency

• Customer Support
• Client Advocacy
• SaaS
• Troubleshooting
• Technical Support
• Onboarding
• Client Retention
• Communication Skills
• Problem Solving
• Legal Tech