Customer Support Specialist - MerusCase

Paradigm

8h•Remote

About The Position

We have a reputation for excellent customer service. As a MerusCase Customer Support Specialist, you will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with MerusCase. Proactive, energetic, and self-driven, you will strive to understand our customers within the legal tech industry and work to be a trusted partner so that firms love and grow with MerusCase. In this role, you will: Support existing customers via chat, email, and phone Diagnose and troubleshoot client issues Onboard new customers with training calls and check-ins Continuously acquire expertise in MerusCase features Write and update help center materials Improve client retention Work with various stakeholders to help them understand evolving client needs Other duties as assigned

Requirements

1-2 years of customer support experience
Strong initiative and creative problem solving
Strong communication skills and introspection to understand customer needs
Able to work well with a team and independently
Excellent conflict management skills

Nice To Haves

SaaS experience preferred
Experience in the legal or consulting industry advantageous

Responsibilities

Support existing customers via chat, email, and phone
Diagnose and troubleshoot client issues
Onboard new customers with training calls and check-ins
Continuously acquire expertise in MerusCase features
Write and update help center materials
Improve client retention
Work with various stakeholders to help them understand evolving client needs
Other duties as assigned

Benefits

Competitive salary
Paid vacation + sick and parental leave
Remote working flexibility
Company culture that encourages work / life balance
100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants

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