Customer Support Specialist

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4 days ago

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Definely

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SaaS • Artificial Intelligence • B2B

Definely is an AI-powered legal drafting and contract review platform designed for law firms and in-house legal teams. Integrated natively into Microsoft Word and offered as a suite of tools (Vault, Draft, Enhance, Cascade, Proof, PDF), Definely leverages large language models on an organization’s proprietary contract repository to surface precedent clauses, track the knock-on effects of edits, automate hundreds of proofreading checks, and extract defined terms from PDFs—while fitting into existing legal workflows.

51 - 200 employees

Founded 2017

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

📋 Description

• Serve as the primary point of contact for customer enquiries, managing issues from first report to resolution and follow-up. • Diagnose and troubleshoot technical problems, collaborating with Product and Engineering to find and communicate effective solutions. • Develop deep product knowledge; understanding not just what features do, but why they matter to our users. • Keep accurate records of customer interactions, issues and resolutions using Intercom. • Escalate complex or unresolved issues to relevant internal teams, ensuring clear communication and timely follow-up. • Contribute to our knowledge base by writing and updating FAQs, guides and help articles. • Gather and share customer feedback with Product and Development to help inform future improvements. • Work closely with teams across the business to deliver a consistent, joined-up customer experience.

🎯 Requirements

• 3–5 years’ experience in customer support, technical support or help desk roles, ideally in a B2B SaaS environment. • Strong technical aptitude and ability to quickly learn new software tools and systems. • Excellent written and verbal communication skills; able to explain complex issues in clear, simple language. • Analytical and methodical, with strong problem-solving skills and attention to detail. • Highly organised, able to manage multiple priorities in a fast-paced environment. • Customer-focused and empathetic, with a calm approach under pressure. • Familiarity with legal technology or law firm operations would be an advantage. • A degree in a relevant field (e.g. Business, IT, Communications) or equivalent practical experience.

🏖️ Benefits

• 💰 Competitive salary & annual bonus • 📈 Equity in Definely • 🎉 Quarterly team socials & annual company offsite • 🌍 1 month “work from anywhere” • 🏖️ 25 days holiday + bank holidays • 📚 £750 annual learning & development budget • 🩺 Private healthcare (incl. dental & optical) • 👶 Enhanced parental leave • 🚲 Additional perks: Cycle to Work, Workplace Nursery salary sacrifice scheme, and top-quality equipment