Customer Support Specialist - MerusCase

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