Customer Support Specialist

New

Anywhere, United States, 8:00 AM – 5:00 PM PST, Monday–Friday; training requires ~9:00 AM – 6:00 PM ET for the first two monthsFull-TimeMiddle

Salary$45,000-$55,000, depending on experience. Compensation is base-weighted with a modest performance-based variable component.

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Job Details

Experience: 1+ years
Required Skills: TroubleshootingTechnical supportCRMCustomer supportSaaSHubSpot

1+ years of experience in customer support, client services, or technical support
Excellent written and verbal communication skills
Strong troubleshooting instincts
Ability to quickly learn new software tools and workflows
Comfortable managing multiple open requests and reprioritizing on the fly
Available to work 8:00 AM – 5:00 PM PST, Monday–Friday
Availability from ~9:00 AM – 6:00 PM ET for the first two months of training
Experience in the legal or e-discovery industry (preferred)
Familiarity with HubSpot or similar CRM/support tools (preferred)
Experience in a high-touch B2B SaaS environment (preferred)

Respond to client inquiries via email, chat, and phone with clarity and care
Troubleshoot and resolve issues, guiding clients through solutions step by step
Investigate and reproduce reported issues to understand root cause before escalating
Gather the right context and escalate technical or product issues with clean documentation
Manage and prioritize incoming requests to meet response and resolution expectations
Handle escalated situations with professionalism and a steady hand
Cover the client emergency line
Spot patterns in recurring issues and surface insights to help improve the product
Lead client training sessions as needed
Collaborate with product, engineering, and operations to close the loop on complex issues

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