Job description

CUSTOMER SUPPORT SPECIALIST Are you the kind of person who genuinely enjoys solving problems, and wants to do it inside a company that's moving fast? Do you want to shape a function as it's being built, learn how a real AI product works, and be in the room when decisions get made? This is your chance to join a rocket ship. 🚀 🏗️ ABOUT THE ROLE We are looking for sharp, high-agency people to be the first line of support for our customers. You'll be joining the most lean, talent-dense, and fast-moving teams working alongside our attorneys, AI engineers, and GTM team to keep the bar on customer experience extraordinarily high. Our customers are patent attorneys at top law firms and in-house IP teams at some of the largest companies in the world. They are demanding, technical, and short on time. Today, a lot of their support tickets land on the desks of attorneys and engineers who should be building product. That doesn't scale, and it doesn't give customers the speed they deserve. You will fix that. You'll be responsible for: - Owning the first response on every inbound support ticket, across email, in-app chat, and Slack Connect channels. - Resolving the bulk of incoming tickets yourself: login issues, browser problems, account configuration, basic product questions, and walk-throughs of how to use Solve. - Triaging and routing complex tickets to the right attorney, AI engineer, or GTM owner with enough context that they can act immediately. - Building the playbook: writing the help docs, recording Loom walk-throughs, and turning recurring questions into self-serve answers so customers stop needing to ask. - Feeding customer insights back into the product. You'll be sitting on the patterns nobody else sees, and we want you in the room when we decide what to fix next. - Working closely with our customer-facing attorneys and CSMs to make sure customers feel looked after end to end. - Helping us figure out what good customer support looks like at Solve, then making it real. This is a dedicated customer support role, the first of its kind at Solve. Some of the work is genuinely grunt work. The trade is that you get to shape how customer support runs at Solve, in a company where every hire is treated as a multiplier. 👤 ABOUT YOU We're open about your background. We’ve identified two profiles that may work well for this role: - Paralegals or legal operations specialists with IP or patent exposure, comfortable in technical environments, and ready to build something with real ownership. The common thread is having a builder mentality. You should be the kind of person who fixes the thing rather than logs it. Essential: - Genuine interest in customer experience, and evidence you've cared about it before. This might be a startup you've worked at, a side project, or a role where you've owned support, customer success, or service delivery directly. - Strong written communication. Most of your work will be written, and our customers are precise about language. - High agency. You spot the gap, you close it. You don't wait for someone to tell you what to do. - The ability to hold a high bar under pressure. Some tickets will be from senior partners at top firms. They expect speed, accuracy, and tone calibration. Nice to have: - Paralegal qualifications or experience inside a patent practice (USPTO, EPO, or UK). Or a computer science, engineering, or hard-science degree. - Experience with support tooling (Intercom, Zendesk, Linear, Pylon, or similar). - Familiarity with AI products, prompt design, or evaluation workflows. - Comfort with technical products. You don't need to code, but you need to be able to read a stack trace, understand what a browser console is telling you, and learn the inner workings of a complex SaaS product quickly. 💰 WHAT WE OFFER Competitive base salary depending on skill and experience. Significant equity — we want you to take ownership in Solve Intelligence and share in the success that lies ahead. Full visa sponsorship. Opportunity to work with a super smart and ambitious group of people building something people want. Private medical insurance. Free meals. 🚀 ABOUT SOLVE INTELLIGENCE Solve Intelligence is the fastest-growing startup transforming the IP landscape. Solve's AI platform manages everything from invention harvesting and patent generation through to litigation and licensing. Growth: 20–30% MoM revenue growth; selling to 600+ global IP teams across 6 continents (DLA Piper, tech giants, boutiques, etc); 8 figures of ARR — all just ~2 years since we started. Backing: $55M backing from YC, 20VC, Microsoft, Thomson Reuters, and the founders of top companies like Stripe, Perplexity, Tinder, Deel, Hugging Face, and Canva. Impact: 50–90% efficiency and quality improvements. See our latest Series B announcement solveintelligence.com. We're on a high-growth trajectory, and we're looking for people who want to join us on the journey to building a generational AI company. Come join the rocket ship 🚀 👥 MEET THE FOUNDERS Sanj (Chief Research Officer and co-founder): Sanj did his MSci in Physics at the University of Cambridge and his PhD in AI at the Gatsby Unit, UCL. He won awards at top AI conferences, worked on the R&D team at Huawei, and received widespread attention for his contributions to open-source LLM projects on GitHub. He joined Magic Carpet AI as employee #4, where he developed AI strategies for trading, before the company was acquired. Chris (Chief Executive Officer and co-founder): Chris did his undergrad at Imperial College London, his masters at the University of Cambridge, and his PhD in machine learning at UCL, during which he published 10+ papers and won awards at top AI conferences and journals. Prior to founding Solve, Chris worked at The Alan Turing Institute, InstaDeep, and Dyson. Angus (Chief Technology Officer and co-founder): Angus holds an MEng in Computer Science. He led trade platform development at Coremont after roles at GCHQ and Qualcomm.

Requirements

Must-haves

Owning the first response on every inbound support ticket, across email, in-app chat, and Slack Connect channels.
Resolving the bulk of incoming tickets yourself: login issues, browser problems, account configuration, basic product questions, and walk-throughs of how to use Solve.
Triaging and routing complex tickets to the right attorney, AI engineer, or GTM owner with enough context that they can act immediately.
Building the playbook: writing the help docs, recording Loom walk-throughs, and turning recurring questions into self-serve answers so customers stop needing to ask.
Feeding customer insights back into the product. You'll be sitting on the patterns nobody else sees, and we want you in the room when we decide what to fix next.
Working closely with our customer-facing attorneys and CSMs to make sure customers feel looked after end to end.
Helping us figure out what good customer support looks like at Solve, then making it real.
We're open about your background. We’ve identified two profiles that may work well for this role:
Paralegals or legal operations specialists with IP or patent exposure, comfortable in technical environments, and ready to build something with real ownership.
The common thread is having a builder mentality. You should be the kind of person who fixes the thing rather than logs it.
Strong written communication. Most of your work will be written, and our customers are precise about language.
High agency. You spot the gap, you close it. You don't wait for someone to tell you what to do.
The ability to hold a high bar under pressure. Some tickets will be from senior partners at top firms. They expect speed, accuracy, and tone calibration.
Angus (Chief Technology Officer and co-founder): Angus holds an MEng in Computer Science. He led trade platform development at Coremont after roles at GCHQ and Qualcomm.

Nice-to-haves

Paralegal qualifications or experience inside a patent practice (USPTO, EPO, or UK). Or a computer science, engineering, or hard-science degree.
Experience with support tooling (Intercom, Zendesk, Linear, Pylon, or similar).
Familiarity with AI products, prompt design, or evaluation workflows.
Comfort with technical products. You don't need to code, but you need to be able to read a stack trace, understand what a browser console is telling you, and learn the inner workings of a complex SaaS product quickly.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

aillmmachine learning

Platform: ashby
Effort: quick

Benefits

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