Customer Support Specialist

September 20

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Spellbook

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Artificial Intelligence • SaaS • Legal

Spellbook is an innovative AI companion designed specifically for commercial lawyers, offering advanced legal tools to streamline and enhance the process of drafting and reviewing contracts. It allows users to draft from scratch or saved libraries, review and redline contracts to catch risks, compare contracts against industry standards, and get quick answers to complex legal questions. Trusted by over 2,600 law firms and in-house teams worldwide, Spellbook integrates with popular platforms such as Word and is powered by advanced AI models like GPT-4. It enhances efficiency for legal professionals across various areas, including real estate, intellectual property, mergers and acquisitions, and more, by providing a secure and compliant service.

11 - 50 employees

🤖 Artificial Intelligence

☁️ SaaS

📋 Description

• Respond to support tickets and live customer chats during business hours (Monday to Friday, 9 am to 5 pm GMT or otherwise specified), addressing customer inquiries and resolving technical issues with empathy and efficiency • Book 1:1 calls for in-depth troubleshooting or refresher training while promoting group webinars when appropriate • Use technical skills to independently resolve issues or collaborate with the Engineering team when needed • Proactively identify patterns in customer feedback to recommend improvements to product or support processes • Run Zoom group training sessions for customers and answer their questions in real time • Create and update Help Centre articles to ensure customers have access to self-service resources • Record and update how-to videos and other educational materials as the product evolves • Strive to meet departmental OKRs and goals such as target Gross Revenue Retention, CSAT score, time to first response, and time to resolution metrics • Support with other responsibilities and projects as required

🎯 Requirements

• 2+ years of experience in a technical support or customer support role • Proficiency with support tools such as Intercom and Slack • Exceptional written and verbal communication skills • Strong problem-solving skills with meticulous attention to detail • Ability to stay calm, patient, and empathetic when assisting customers • Experience with real-time customer interactions through email, calls, and chat • Comfortable working in a fast-paced, dynamic startup environment • A proactive approach to improving customer support processes • (Nice to have) Experience in the legal or legal tech industry • (Nice to have) Familiarity with AI or SaaS products • (Nice to have) Previous experience creating customer-facing documentation or video tutorials • (Nice to have) Background in conducting webinars or training sessions

🏖️ Benefits

• Embrace autonomy and accountability in a flexible, remote work environment • Company-paid group benefits for you and your family • $1,000 towards mental health support • Disconnect during holiday closure and generous time off policies • Monthly paid meals • Annual wellness allowance • Parental leave top-ups • Competitive stock option grants as a pivotal early employee