Customer Support Specialist - MerusCase

What is the role?

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

Qualifications

• • 1-2 years of customer support experience

• • SaaS experience preferred

• • 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

• • Experience in the legal or consulting industry advantageous

• Who is the ideal candidate?

• • You are a problem-solver and a go-getter who isn't afraid to dive into projects and get your hands dirty

• • You articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time

• • Ability to engage, influence, and inspire stakeholders to drive collaboration and alignment

• • Excellent with user-experience design principles and data analytics

Benefits/Perks

• • 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