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 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