Customer Support Specialist MerusCase

About This Role

The Customer Support Specialist will ensure clients achieve positive business outcomes by supporting them through chat, email, and phone, diagnosing issues, and onboarding new customers. This role focuses on the legal tech industry to build trusted partnerships and improve client retention.

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 the company's features
• Write and update help center materials
• Improve client retention
• Work with various stakeholders to help them understand evolving client needs

Requirements

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

Qualifications

• 1-2 years of customer support experience

Nice to Have

• SaaS experience
• Experience in the legal or consulting industry
• Experience with user-experience design principles and data analytics

Skills

* Required skills

Benefits