Customer Support Specialist
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Job Description
Customer Support Specialist providing support to legal teams using Spellbook's AI copilot. Handling inquiries and resolving issues related to contract drafting and negotiation.
Responsibilities:
- Respond to support tickets and live customer chats during business hours, addressing customer inquiries and resolving technical issues with empathy and efficiency
- Book 1:1 calls for in-depth troubleshooting or refresher training, while promoting group webinars when appropriate
- Use technical skills to independently resolve issues or collaborate with the Engineering team when needed
- Proactively identify patterns in customer feedback to recommend improvements to our product or support processes
- Occasionally run Zoom group training for customers and answer their questions in real-time
- Create and update Help Centre articles to ensure our customers have access to self-service resources
- Record and update how-to videos and other educational materials as the product evolves
Requirements:
- 2+ years of experience in a technical support or customer support role
- Proficiency with support tools such as Intercom and Slack
- Exceptional written and verbal communication skills
- Strong problem-solving skills with meticulous attention to detail
- Comfortable working in a fast-paced, dynamic startup environment
- Ability to stay calm, patient, and empathetic when assisting customers
- Experience with real-time customer interactions through email, calls, and chat
Benefits:
- Access our company-paid group benefits for you and your family, with $1,000 towards mental health support
- Disconnect during our holiday closure and take advantage of our generous time off policies throughout the year
- Enjoy monthly paid meals, an annual wellness allowance to support your well-being and parental leave top-ups as your family grows
- Secure your stake in our success; you’ll receive competitive stock option grants as a pivotal early employee
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