Senior Customer Support Specialist

• Act as the first point of contact for day-to-day questions via support email, live chat, and phone
• Resolve customer issues directly or involve internal resources to achieve timely, satisfactory resolutions
• Support recruiting, onboarding, and training of new support team members
• Conduct data audits and imports using Google Sheets across Alt Legal and WebTMS client data
• Build and maintain formulas such as VLOOKUPs and COUNTIFs for accuracy and reporting
• Provide dedicated high-priority support for key accounts and time-sensitive requests
• Escalate system-wide issues to the product team
• Identify common client questions and provide feedback to Management, Customer Success, and Product teams
• Provide platform training on Alt Legal and WebTMS, including needs analyses, course materials, video scripts, and webinars
• Keep the company CRM updated with training and support information
• Advise clients on leveraging Alt Legal and WebTMS based on use cases and attributes
• Advocate for clients cross-departmentally to support retention, expansion, adoption, satisfaction, and account health
• Stay current with system changes and updates, including testing platforms as needed

• Applicants must have the right to work at the time of application
• 4+ years’ experience in a client-facing role involving support of SaaS or professional web-based solutions
• Knowledge of intellectual property / IP docketing software is an advantage but training can be provided
• Comfortable working independently in a remote environment
• Proficiency in Google Sheets, including VLOOKUPs, COUNTIFs, and other lookup/logic functions
• Ability to recognize gaps in own knowledge and seek instruction
• Keen attention to detail
• Strong written and verbal communication skills
• Ability to manage multiple and conflicting priorities
• Ability to think on your feet and switch gears easily
• Proven ability to juggle multiple projects while maintaining attention to detail
• Superb personal organizational skills
• Ability to empathize with and advocate for customers
• Ability to quickly learn new concepts and teach others
• Strong interest in technology
• Excellent problem-solving skills
• CV in PDF and cover letter required for application

• Flexible vacation
• Remote work options
• Opportunity to determine your own growth path
• Collaborative and challenging work environment
• Opportunity to learn and develop new skills
• Reasonable adjustments during the recruitment process