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