About the role
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
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