Senior Customer Support Specialist
A
Alt LegalSaaS, Legal Technology
Remote (UK-based — applicants must be located in the United Kingdom), BSTFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 4+ years’ experience
- Required Skills
- Google Sheets
Requirements
- 4+ years’ experience in client-facing role, involving support of SaaS or professional web-based solutions
- 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
Responsibilities
- Act as a first point of contact for all day-to-day questions received via Alt Legal’s 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 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 using Google Sheets, including building and maintaining formulas (such as VLOOKUPs, COUNTIFs, and similar functions) to ensure data accuracy and support reporting needs
- Partner with the VP of Customer Support 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 ensure issues are communicated to relevant internal teams
- Look for commonalities in client questions and proactively provide input to the Customer Success and Product Teams to enhance training materials and documentation, as well as to enhance the product
- Provide platform training to key stakeholders and end-users, connecting the value of Alt Legal to client initiatives
- Work directly with clients advising them on how to best leverage Alt Legal in coordination with the relevant Customer Success Manager
- Work to understand key client use cases and attributes in order to provide context-driven responses and training
- Provide exceptional service to clients in order to help 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
- Act as the client advocate, working cross-departmentally with internal teams to successfully resolve client concerns and questions
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