Customer Support Specialist - MerusCase at Paradigm

Job description

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

Requirements

Must-haves

What is the role?
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
1-2 years of customer support experience
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
Remote working flexibility

Nice-to-haves

SaaS experience preferred

Application prep

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

Keywords to mirror

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Parental Leave