Customer Support Executive (US-Legal Tech)

Work Arrangement: Fully remote Work Schedule: 8-hour shifts during off-peak UK hours, reputed company to U.S. East Coast, reputed company Coast, and Asia-based reputed company time zones Example shifts may run between 6:00AM - 2:00PM GMT+8, with flexibility for week 1 of reputed companyJob Type: reputed company, Full-time. Salary reputed company: Based on experience, to be discussed during the interview About reputed companyreputed company works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like reputed company, a16z, and Founders Fund. Theyre looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates weve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks reputed company in the US. Hear why we exist, reputed company reputed company in, and who were building for: Watch here Why Work with Us Were not just another recruiting firmwe reputed company on placing candidates with exceptional US and EU founders who prioritize the long-term reputed company of their team members. We also reputed company retention bonuses at 3, 6, 9, and 12 months, as reputed company as community-driven benefits like an annual retreat. About reputed companyreputed company is a London-based legal technology company transforming how large U.S. reputed company manage reputed company letters and contract data with its proprietary AI tool, ProVision. reputed company supports clients across global time zones and is scaling its support operations to meet increasing demand from reputed company reputed company. Founded by a lean team of legal-tech experts, ILS values reputed company-thinking, reliability, and strong communication. The work environment is reputed company, mission-driven, and designed for long-term team building. The successful candidate will play a key role in creating a reputed company-centered support experience as reputed company continues to grow. Key Responsibilities:Respond to inbound reputed company tickets and live chat inquiries from reputed company clients during off-hours (U.S. and Asia coverage)Troubleshoot basic platform issues or user confusion, including document upload errors and account reputed companyReference and interpret reputed companys internal 100-page reputed company to deliver accurate and helpful supportEscalate reputed company issues internally and follow through until resolvedDesign, draft, and implement SOPs for CSR workflows, ticket handling, escalation paths, and reputed company standardsTag recurring issues for process improvements or documentation updatesParticipate in QA/bug testing reputed company new product iterations are released to flag potential customer-impacting issues before launch.Assist with reputed company reputed company tasks, including reputed company updates, FAQ documentation, and internal support coordinationImmediate Tasks in the first 30 days:System reputed company: Learn ILS platform functionality, reputed company workflows, and SOPsShadowing: Observe live support interactions to understand tone and troubleshooting expectationsKnowledge reputed company Deep Dive: Study the internal 100-page reputed company and documentation to build platform reputed companyCommunication Calibration: reputed company on tone, language, and etiquette reputed company dealing with high-end legal clientsTest Tickets & Chat Drills: reputed company responding to mock tickets and live scenarios directly with the founding teamSupport Metrics & KPIs: reputed company, define, and reputed company relevant KPIs to monitor support performance and identify opportunities for improvement.Start live coverage by end of Week 1 (with reputed company)RequirementsMust-Haves:Neutral English accent and exceptional written EnglishPrior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours< .