Customer Support Executive US-Legal Tech - A361

Role Overview

We are seeking a Customer Support Specialist to provide high-quality support to global law firm clients during off-hours coverage. This role is responsible for handling inbound support tickets and live chat inquiries, troubleshooting platform issues, and ensuring a seamless customer experience. You will work independently while following structured documentation and processes, including a comprehensive internal guidebook. The role is execution-focused with opportunities to contribute to SOP creation and process improvements. This position is ideal for detail-oriented, tech-savvy individuals who thrive in structured yet fast-paced environments and can maintain professionalism during early morning shifts.

Requirements

Must-Haves (Required)

• At least 2 years of experience in customer support or client-facing roles
• Strong written and verbal English communication skills with a neutral accent
• Experience handling support during graveyard or off-hours shifts
• High attention to detail and ability to follow structured processes
• Tech-savvy with the ability to quickly learn new platforms and tools
• Ability to work independently with minimal supervision

Nice-to-Haves (Preferred)

• Experience in legal tech or B2B SaaS environments
• Familiarity with U.S. professional services industries (law or finance)
• Experience in onboarding, training, or mentoring support team members
• Background in knowledge base creation or SOP development

Tools Proficiency

Must-Haves (Required)

• Zendesk or similar ticketing platforms
• Live chat support tools
• Google Workspace (Docs, Sheets, Gmail)
• Slack or similar communication tools

Nice-to-Haves (Preferred)

• Intercom or similar customer messaging platforms
• Knowledge base tools (e.g., Notion, Confluence)
• QA or bug tracking tools