Senior Customer Support Specialist

We are looking to add a full-time permanent Senior Customer Support Specialist to our growing team. 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.

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 account health.
• Stay current with system changes and updates.
• Act as the client advocate, working cross-departmentally with internal teams to successfully resolve client concerns and questions.

What we’d like to see in the ideal candidate:

• 4+ years’ experience in a client-facing role, involving support of SaaS or professional web-based solutions.
• Comfortable working independently in a remote environment.
• Proficiency in Google Sheets, including experience with formulas such as VLOOKUPs, COUNTIFs, and other lookup/logic functions.
• Ability to recognize gaps in their own knowledge and seek instruction.
• Keen attention to detail.
• Strong written and verbal communication skills.
• Ability to manage multiple and sometimes conflicting priorities.
• Ability to think on your feet and switch gears easily.
• Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail.
• Superb personal organizational skills to ensure all client commitments are met.
• Ability to empathize with and advocate for our customers.
• Ability to quickly learn new concepts and teach others.
• Strong interest in technology.
• Excellent problem-solving skills.

What you get:

Alt Legal offers a collaborative and challenging work environment and the opportunity to be part of a growing company. We’re a team of intellectually curious individuals who love learning and developing new skills. Our company was founded on the belief that a team with diverse backgrounds and identities will have the greatest range of experiences, the best selection of ideas, and the most inclusive and supportive culture. We also offer all employees a variety of perks such as flexible vacation, remote work options, and the opportunity to determine your own growth path. We are an equal opportunity employer. We welcome applications from all qualified candidates. We’re happy to discuss reasonable adjustments at any stage of the recruitment process.

How to apply:

If you’re interested, you should submit your application via our web portal, with a CV in PDF, along with a cover letter explaining your specific interest in this role and why you’d like to join the Alt Legal team. Our applications are still reviewed by humans! Please pardon any delayed responses.

Data Privacy:

By submitting your application, your personal data (including your CV and cover letter) will be processed through our applicant tracking system, Breezy HR, for the purpose of evaluating your suitability for this role. Your data will be retained for up to 12 months after the conclusion of the recruitment process, after which it will be securely deleted unless you provide consent for us to retain it for future opportunities. For more information on how Breezy HR handles your data, please refer to their privacy policy at breezy.hr/privacy. If you have any questions about how we process your personal data, or wish to exercise your rights under the UK GDPR (including access, correction, or deletion of your data), please contact us.