Customer Support Specialist - MerusCase

Paradigm

61d • 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees