Customer Support Specialist
About The Position
At Page Vault, we're on a mission to transform how web content is used in the legal industry. Our technology captures online evidence effortlessly - and critically, makes it admissible in court. We serve law firms, litigation support teams, and in-house legal departments who rely on us when it matters most. We're a fully remote team spread across the U.S., driven by a passion for solving hard problems for clients who can't afford to get it wrong. We're looking for a Customer Support Specialist who takes real pride in the client experience - someone who doesn't consider a ticket closed until the client actually understands what happened and feels taken care of. This isn't a role where you paste canned responses and move on. Our clients are legal professionals dealing with case-critical work. They need a support contact who listens carefully, communicates clearly, and follows through. You'll be the person they trust when something's urgent or unclear.
Requirements
- 1+ years of experience in customer support, client services, or technical support
- Excellent written and verbal communication skills
- Strong troubleshooting instincts; you dig into problems rather than deflecting them
- 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. Note: the first two months require availability from ~9:00 AM – 6:00 PM ET for training; exact timing is confirmed during the interview process.
Nice To Haves
- Experience in the legal or e-discovery industry
- Familiarity with HubSpot or similar CRM/support tools
- Experience in a high-touch B2B SaaS environment
Responsibilities
- Be the first line of support clients count on
- 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 — so engineering and product aren't starting from scratch
- 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 and the client experience
- Lead client training sessions as needed
- Collaborate with product, engineering, and operations to close the loop on complex issues
Benefits
- Fully remote work, with 2-3 in-person team meetings per year
- Flexible PTO, unlimited sick days, and paid parental leave for both parents
- Medical, dental, and vision insurance
- 401(k) with employer contribution
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
