Customer Support Associate

🕒 August 26

🇺🇸 United States – Remote

💵 $65k - $75k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PERSUIT

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

⚖️ Legal

☁️ SaaS

Consulting • Legal • SaaS

PERSUIT is a company that empowers legal leaders to make data-driven decisions for working with external legal counsel. They focus on helping large corporations select the right law firms and manage relationships with outside counsel through a transparent and repeatable process. Their platform offers features such as alternative fee arrangements, value-based pricing, market intelligence, and AI-driven solutions to enhance legal sourcing and operations. By utilizing PERSUIT, companies can reduce costs and improve efficiencies in managing their legal needs.

📋 Description

• Manage and resolve customer support requests, providing thoughtful, timely, and high-quality support. • Work directly with users through resolution, managing expectations with empathy and clear communication. • Troubleshoot customer issues and determine when additional technical support or escalation is needed. • Partner with Engineering to track escalations and bugs through to resolution while keeping users and internal stakeholders informed. • Support the broader Customer Experience team with technical and configuration-related tasks, including platform configuration during onboarding and ongoing data quality checks. • Build deep knowledge of the PERSUIT platform to troubleshoot issues and provide guidance to users. • Partner cross-functionally with Customer Experience, Product, and Engineering to resolve issues and improve the overall customer experience. • Identify trends across support tickets to uncover recurring customer challenges and potential product improvements. • Identify opportunities to improve and automate support processes, including exploring how AI can help increase efficiency. • Share customer feedback and recurring issues with Product to help inform platform improvements. • Create and maintain support documentation and guides to encourage effective self-service and help customers get the most out of PERSUIT.

🎯 Requirements

• 3+ years of experience in a SaaS support role, ideally within a B2B environment. • Experience managing a customer support ticket queue and balancing multiple priorities. • Strong technical curiosity and comfort troubleshooting customer and platform issues. • Excellent written and verbal communication skills, with the ability to communicate clearly and empathetically with customers. • Strong judgment and the ability to make thoughtful decisions when prioritizing and escalating issues. • Ability to manage competing, time-sensitive demands and work independently. • A collaborative mindset and comfort working cross-functionally with teams such as Engineering, Product, and Customer Experience. • An ownership mentality and a desire to see problems through from initial question to resolution. • Experience with Zendesk, Jira, Slack, or similar tools (nice to have). • Exposure to legal tech, fintech, eBilling, or another B2B SaaS environment (nice to have). • Familiarity with BI tools, SQL, APIs, integrations, or similar technical concepts (nice to have). • An interest in AI, data, automation, and operational efficiency (nice to have). • Current, valid work authorization in the country where the role is based. • Ability to work in the Eastern or Central time zones in the United States.

🏖️ Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k, IRA) • Paid Time Off (Vacation, Sick & Public Holidays) • Family Leave (Maternity, Paternity) • Training & Development • Wellness Resources