Customer Support Specialist

Solve Intelligence • New York City, NY

3d • Remote

About The Position

We are looking for sharp, high-agency people to be the first line of support for our customers. You'll be joining the most lean, talent-dense, and fast-moving teams working alongside our attorneys, AI engineers, and GTM team to keep the bar on customer experience extraordinarily high. Our customers are patent attorneys at top law firms and in-house IP teams at some of the largest companies in the world. They are demanding, technical, and short on time. Today, a lot of their support tickets land on the desks of attorneys and engineers who should be building product. That doesn't scale, and it doesn't give customers the speed they deserve. You will fix that.

Requirements

• Genuine interest in customer experience, and evidence you've cared about it before. This might be a startup you've worked at, a side project, or a role where you've owned support, customer success, or service delivery directly.
• Strong written communication. Most of your work will be written, and our customers are precise about language.
• High agency. You spot the gap, you close it. You don't wait for someone to tell you what to do.
• The ability to hold a high bar under pressure. Some tickets will be from senior partners at top firms. They expect speed, accuracy, and tone calibration.

Nice To Haves

• Paralegal qualifications or experience inside a patent practice (USPTO, EPO, or UK).
• A computer science, engineering, or hard-science degree.
• Experience with support tooling (Intercom, Zendesk, Linear, Pylon, or similar).
• Familiarity with AI products, prompt design, or evaluation workflows.
• Comfort with technical products. You don't need to code, but you need to be able to read a stack trace, understand what a browser console is telling you, and learn the inner workings of a complex SaaS product quickly.

Responsibilities

• Owning the first response on every inbound support ticket, across email, in-app chat, and Slack Connect channels.
• Resolving the bulk of incoming tickets yourself: login issues, browser problems, account configuration, basic product questions, and walk-throughs of how to use Solve.
• Triaging and routing complex tickets to the right attorney, AI engineer, or GTM owner with enough context that they can act immediately.
• Building the playbook: writing the help docs, recording Loom walk-throughs, and turning recurring questions into self-serve answers so customers stop needing to ask.
• Feeding customer insights back into the product. You'll be sitting on the patterns nobody else sees, and we want you in the room when we decide what to fix next.
• Working closely with our customer-facing attorneys and CSMs to make sure customers feel looked after end to end.
• Helping us figure out what good customer support looks like at Solve, then making it real.
• This is a dedicated customer support role, the first of its kind at Solve.
• Some of the work is genuinely grunt work. The trade is that you get to shape how customer support runs at Solve, in a company where every hire is treated as a multiplier.

Benefits

• Competitive base salary depending on skill and experience.
• Significant equity — we want you to take ownership in Solve Intelligence and share in the success that lies ahead.
• Full visa sponsorship.
• Opportunity to work with a super smart and ambitious group of people building something people want.
• Private medical insurance.
• Free meals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed