[Hiring] Senior Customer Support Specialist @Alt Legal

Role Description

Reporting to the VP of Customer Support / WebTMS Customer Support Manager, the Senior Customer Support Specialist role will be responsible for interacting with customers and executing a range of external and internal requests. The Senior Customer Support Specialist will train on and support two IP portfolio management platforms, Alt Legal and WebTMS. The primary focus will initially be on WebTMS support, with a gradual transition to Alt Legal support over time.

This is a full-time, permanent role covering UK business hours. The initial onboarding period requires availability from 8pm - 5am local time for the first two to four weeks.

Your specific responsibilities:

• Act as a first point of contact for all day-to-day questions received via support email, live chat, and phone line.
• Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer's satisfaction in a timely and careful manner.
• Support the VP of Customer Support / WebTMS Customer Support Manager in recruiting, onboarding, and training new team members, helping to maintain and raise the standard of the support team as it grows.
• Conduct regular data audits and imports (using Google Sheets, including building and maintaining formulas such as VLOOKUPs, COUNTIFs, and similar functions) across Alt Legal and WebTMS client data to ensure accuracy and support reporting needs.
• Partner with the VP of Customer Support / WebTMS Customer Support Manager to provide dedicated, high-priority support for key accounts and time-sensitive requests, ensuring swift resolution and a seamless client experience.
• Escalate system-wide issues to the product team and look for commonalities in client questions, proactively supplying Management, Customer Success, and Product Teams with feedback and reporting on client needs, interests, and competitive activity to enhance training materials, documentation, and the product across Alt Legal and WebTMS.
• Provide platform training on Alt Legal and WebTMS to key stakeholders and end-users - including conducting training needs analyses, designing and updating course materials, and producing training video scripts for use by the video production team - and presenting webinars on specific platform functionality, connecting the value of each platform to client initiatives.
• Keeping company CRM up to date with training and support information.
• Work to understand key client use cases and attributes in order to advise clients on how to best leverage Alt Legal / WebTMS - in coordination with the relevant Customer Success Manager - providing context-driven responses and training.
• Act as the client advocate, working cross-departmentally with internal teams to resolve client concerns and support the Customer Success team's goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health.
• Stay current with system changes and updates, including testing the platforms as needed.

Qualifications

• 4+ years' experience in client-facing role, involving support of SaaS or professional web-based solutions.
• Knowledge of intellectual property / IP docketing software is an advantage but training can be provided.
• Comfortable working independently in a remote environment.
• Proficiency in Google Sheets, including experience with formulas such as VLOOKUPs, COUNTIFs, and other lookup/logic functions.
• Ability to recognize gaps in their own knowledge and seek instruction.
• Keen attention to detail.
• Strong written and verbal communication skills.
• Ability to manage multiple and sometimes conflicting priorities.
• Ability to think on your feet and switch gears easily.
• Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail.
• Superb personal organizational skills to ensure all client commitments are met.
• Ability to empathize with and advocate for our customers.
• Ability to quickly learn new concepts and teach others.
• Strong interest in technology.
• Excellent problem-solving skills.

Benefits

• Collaborative and challenging work environment.
• Opportunity to be part of a growing company.
• Flexible vacation.
• Remote work options.
• Opportunity to determine your own growth path.

How to apply

If you're interested, you should submit your application via our web portal, with a CV in PDF, along with a cover letter explaining your specific interest in this role and why you'd like to join the Alt Legal team.

Our applications are still reviewed by humans! Please pardon any delayed responses.

Data Privacy

By submitting your application, your personal data (including your CV and cover letter) will be processed through our applicant tracking system, Breezy HR, for the purpose of evaluating your suitability for this role. Your data will be retained for up to 12 months after the conclusion of the recruitment process, after which it will be securely deleted unless you provide consent for us to retain it for future opportunities. For more information on how Breezy HR handles your data, please refer to their privacy policy at breezy.hr/privacy . If you have any questions about how we process your personal data, please contact us.