Customer Support Specialist - MerusCase

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 isnt 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