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For Companies At a Glance
- Tasks: Help customers navigate our software and resolve their issues through various communication channels.
- Company: Join Alt Legal, a fast-growing SaaS company transforming the legal tech space.
- Benefits: Enjoy a supportive remote work environment with opportunities for professional growth.
- Other info: Be part of a diverse team that values collaboration and kindness.
- Why this job: Make a real difference by providing exceptional customer support to leading law firms.
- Qualifications: Experience in customer support and strong problem-solving skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
We are looking to add a full-time permanent Senior Customer Support Specialist to our growing team. You can find more information below!
Location: Remote (UK-based — applicants must be located in the United Kingdom)
The Company
Alt Legal is a fast-growing SaaS-based legal technology company focused on making trademark professionals’ lives easier. Our intuitive and automated software helps IP professionals create, maintain, and analyze trademarks and other IP assets. Leading law firms and Fortune 100 companies trust our software to manage hundreds of thousands of filings daily.
We are a diverse and multi-talented virtual team. We thrive in a collaborative, open, positive environment, and we care about our mission, customers, prospects, each other, and the broader community. We are committed to ensuring that everyone on the team can grow by being around equally exceptional and kind people.
Alt Legal is a customer-centric organization that prides itself on our customer support and responsiveness.
Job Description
Reporting to the VP of Customer Support, the Senior Customer Support Specialist role will be responsible for interacting with customers and executing a range of external and internal requests. This is a full-time, permanent position. Applicants must have the right to work in the UK at the time of application. We are unable to offer visa sponsorship for this role.
This is a full-time role of 40 hours per week, Monday to Friday, daytime hours only. The initial training period requires availability from 12:00pm-7:00pm BST for the first two to four weeks.
As the first point of contact for customers through our multiple channels of communication (live chat, email, and phone), you will be helping customers solve their problems and navigate our software. You will also regularly train new customers as well as existing ones to ensure that they are getting the most out of our software.
Your specific responsibilities
- Act as a first point of contact for all day-to-day questions received via Alt Legal’s support email, live chat, and phone line.
- Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer’s satisfaction in a timely and careful manner.
- Support the VP of Customer Support in recruiting, onboarding, and training new team members, helping to maintain and raise the standard of the support team as it grows.
- Conduct regular data audits using Google Sheets, including building and maintaining formulas (such as VLOOKUPs, COUNTIFs, and similar functions) to ensure data accuracy and support reporting needs.
- Partner with the VP of Customer Support to provide dedicated, high-priority support for key accounts and time-sensitive requests, ensuring swift resolution and a seamless client experience.
- Escalate system-wide issues to the product team and ensure issues are communicated to relevant internal teams.
- Look for commonalities in client questions and proactively provide input to the Customer Success and Product Teams to enhance training materials and documentation, as well as to enhance the product.
- Provide platform training to key stakeholders and end-users, connecting the value of Alt Legal to client initiatives.
- Work directly with clients advising them on how to best leverage Alt Legal in coordination with the relevant Customer Success Manager.
- Work to understand key client use cases and attributes in order to provide context-driven responses and training.
- Provide exceptional service to clients in order to help support the Customer Success team’s goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall.
Senior Customer Support Specialist in London employer: Alt Legal, Inc.
Contact Detail:
Alt Legal, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Specialist in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at Alt Legal. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by practising common customer support scenarios. Think about how you'd handle tricky situations or difficult customers. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your passion for customer service! During interviews, share stories that highlight your dedication to helping customers and how you've gone above and beyond in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our awesome team at Alt Legal.
We think you need these skills to ace Senior Customer Support Specialist in London
Some tips for your application 🫡
Show Your Customer-Centric Side: In your application, make sure to highlight your experience in customer support. We want to see how you've gone above and beyond for customers in the past. Share specific examples that demonstrate your problem-solving skills and dedication to customer satisfaction.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the job description. We love seeing candidates who understand our mission and values, so make it clear why you’re a great fit for Alt Legal.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills. Avoid fluff and focus on what makes you the ideal candidate for the Senior Customer Support Specialist role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re proactive and keen to join our team!
How to prepare for a job interview at Alt Legal, Inc.
✨Know the Product Inside Out
Before your interview, make sure you understand Alt Legal's software and how it benefits customers. Familiarise yourself with common customer queries and think about how you would address them. This will show that you're proactive and genuinely interested in helping clients.
✨Showcase Your Communication Skills
As a Senior Customer Support Specialist, communication is key. Prepare examples of how you've effectively resolved customer issues in the past. Practice articulating your thoughts clearly and concisely, as you'll need to demonstrate your ability to communicate well over various channels like live chat, email, and phone.
✨Emphasise Team Collaboration
Highlight your experience working in a team environment. Discuss how you've collaborated with colleagues to improve customer support processes or resolve complex issues. Alt Legal values a positive and collaborative atmosphere, so showing that you can work well with others will be a big plus.
✨Prepare for Data-Driven Questions
Since the role involves conducting data audits and using tools like Google Sheets, brush up on your data management skills. Be ready to discuss how you've used data to enhance customer support or improve processes in previous roles. This will demonstrate your analytical abilities and attention to detail.