Customer Support Specialist

Customer Support Specialist at MerusCase

Our client, a company renowned for excellent customer service in the legal tech industry, is seeking a proactive, energetic, and self-driven Customer Support Specialist for their MerusCase product. In this role, you will serve as a client advocate, dedicated to ensuring customers achieve positive business outcomes throughout their partnership. You will strive to understand customer needs within the legal tech industry, becoming a trusted partner to foster customer loyalty and growth.

Key Responsibilities

• Support existing customers via chat, email, and phone.
• Diagnose and troubleshoot client issues efficiently.
• Onboard new customers through comprehensive training calls and regular check-ins.
• Continuously acquire expertise in MerusCase's features and functionalities.
• Write and update helpful, clear help center materials.
• Implement strategies to improve client retention.
• Collaborate with various stakeholders to communicate 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 an understanding of software as a service environments.
• Strong initiative and creative problem-solving abilities.
• Exceptional communication skills and self-awareness to truly understand customer needs.
• Ability to work effectively both within a team and independently.
• Excellent conflict management skills to resolve issues professionally.
• Experience within the legal or consulting industry is a distinct advantage.

Ideal Candidate Profile

• A proactive problem-solver and go-getter, eager to tackle projects and contribute actively.
• Articulates clearly, both in written and oral communication, to build consensus, convey ideas, and meet deadlines.
• Ability to engage, influence, and inspire stakeholders to foster collaboration and alignment.
• Proficiency with user-experience design principles and data analytics is highly valued.

Benefits and Perks

• Competitive salary reflecting your skills and experience.
• Generous paid vacation, sick leave, and parental leave.
• Flexible remote working arrangements.
• A company culture that strongly encourages a healthy work-life balance.
• 100% paid PPO medical, dental, and vision insurance.
• 401k matching program.
• Equity grants, offering a stake in the company's success.

Key skills/competency

• Customer Support
• Client Advocacy
• Troubleshooting
• SaaS
• Communication Skills
• Problem-Solving
• Client Onboarding
• Client Retention
• Legal Tech
• Stakeholder Collaboration