[Hiring] Customer Support Specialist @Spellbook

Role Description

We’re looking for a Customer Support Specialist to provide outstanding support to our valued customers, ensuring their questions are answered, issues are resolved promptly, and they have a smooth experience with our product. This role is ideal for someone with strong communication skills, a problem-solving mindset, and a desire to help lawyers leverage technology to improve their workflows.

Responsibilities

• Respond to support tickets and live customer chats during business hours (Monday to Friday, 9 am to 5 pm), addressing customer inquiries and resolving technical issues with empathy and efficiency.
• Book 1:1 calls for in-depth troubleshooting or refresher training, while promoting group webinars when appropriate.
• Use your technical skills to independently resolve issues or collaborate with the Engineering team when needed.
• Proactively identify patterns in customer feedback to recommend improvements to our product or support processes.
• Occasionally run Zoom group training for customers and answer their questions in real-time.
• Create and update Help Centre articles to ensure our customers have access to self-service resources.
• Record and update how-to videos and other educational materials as the product evolves.
• Other responsibilities as required.

Qualifications

• 2+ years of experience in a technical support or customer support role.
• Proficiency with support tools such as Intercom and Slack.
• Exceptional written and verbal communication skills.
• Strong problem-solving skills with meticulous attention to detail.
• Ability to stay calm, patient, and empathetic when assisting customers.
• Experience with real-time customer interactions through email, calls, and chat.
• Comfortable working in a fast-paced, dynamic startup environment.
• A proactive approach to improving customer support processes.

Nice to Haves

• Experience in the legal or legal tech industry.
• Familiarity with AI or SaaS products.
• Previous experience creating customer-facing documentation or video tutorials.
• Background in conducting webinars or training sessions.

Benefits

• Embrace autonomy and accountability in a flexible work environment; we focus on outcomes and empower you to determine how to get the job done.
• Access our company-paid group benefits for you and your family, with $1,000 towards mental health support.
• Disconnect during our holiday closure and take advantage of our generous time off policies throughout the year.
• Enjoy monthly paid meals, an annual wellness allowance to support your well-being and parental leave top-ups as your family grows.
• Secure your stake in our success; you’ll receive competitive stock option grants as a pivotal early employee.