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For Companies At a Glance
- Tasks: Support customers, onboard new users, and build scalable support systems.
- Company: Phaselab, a fast-growing eDiscovery startup in London.
- Benefits: Competitive salary, high ownership, and opportunities for growth.
- Why this job: Shape the future of a startup while making a real impact on customer success.
- Qualifications: Passion for software, great communication skills, and a desire to learn.
- Other info: Join a kind, collaborative team that values diversity and personal growth.
The predicted salary is between 30000 - 45000 £ per year.
Location: London
Type: Full-time
Salary: £35,000-£45,000
About Phaselab
Phaselab is the leading eDiscovery platform for in‑house legal and privacy teams. We save teams thousands of hours with tools for document production and redaction. We are a Seed stage startup but are already working with some of the largest companies in the world and are more than doubling the business every quarter.
The Role
We’re looking for a Support Engineer to help us support our growing customer base in the UK and Europe. You’ll report directly to our CEO and work closely with our entire team to ensure our customers are getting the most out of our products. This is a high‑ownership, high‑impact, high‑growth role where you’ll directly shape the future of the business and will have the opportunity to build out how we support our customers going forward. You'll touch every part of the customer lifecycle and have opportunities to grow in both customer‑facing and technical directions.
What You’ll Do
- Be the first line of defense for customer tickets and questions
- Help with customer onboarding and training
- Build scalable systems for customer support, including our internal knowledge base
- Channel customer feedback to our product development team
What We’re Looking For
- Proven interest in learning and teaching: You’ll be educating customers every day and learning about our product and technical systems.
- A passion for software products and an interest in diving into the technical weeds on them.
- Great written and spoken communication skills to enable you to communicate well with customers.
- Ability to juggle multiple priorities across competing customer requests
- Interested in the sort of rapid growth that only early stage startups can provide.
- Extreme ownership and attention to detail. You’re a person who never drops balls.
- Bias for action: You ship fast and iterate based on feedback.
- (Optional) Knowledge of the Privacy or Legal fields.
- (Optional) Coding knowledge and interest in growing your coding skills
Why Join Us?
- Impact: Your work will directly shape the future of the company.
- Growth: High ownership, deep collaboration with company leadership and customers.
- Potential to grow into new roles and scopes as the company grows.
- Speed: We move fast, ship often, and value autonomy.
- Culture: Our team is kind, collaborative, inquisitive, and inclusive – and we want to keep it that way. We have high standards for quality and ethics, and help each other learn in order to reach our objectives. We think technology is best built by teams with a diversity of background, thought, and experience.
Every team member is a human first, and we strive to create a culture and environment that supports your career goals and respects all of the hats you wear in life, not just the ones that earn you a paycheck.
Our Team
We were founded in 2023 by SaaS and data experts. Josh (CEO) led Chartbeat as CTO to $70M+ ARR and exit. David (COO and Head of Product) led Cortico (MIT spinoff) from 0->1 as COO.
Customer Support Specialist (London) — Phaselaw employer: Pear VC
Contact Detail:
Pear VC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist (London) — Phaselaw
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Phaselab. A friendly chat can go a long way in making you stand out. Don’t be shy; we all love a good conversation!
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Phaselab’s products and think about how you can contribute to their customer support. We want to see your passion for software and how you can help customers thrive.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share examples of how you've tackled challenges in the past. We love candidates who can think on their feet and come up with creative solutions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re genuinely interested in being part of the Phaselab team. Let’s make it happen!
We think you need these skills to ace Customer Support Specialist (London) — Phaselaw
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for customer support and software products. Share any relevant experiences that highlight your interest in learning and teaching, as this role is all about educating our customers.
Tailor Your Application: Make sure to customise your application to reflect how your skills and experiences align with what we're looking for. Mention specific examples of how you've handled customer queries or technical challenges in the past.
Communicate Clearly: Since great communication is key for this role, ensure your written application is clear and concise. Use straightforward language and avoid jargon unless it's relevant to the position.
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 this exciting opportunity at Phaselab!
How to prepare for a job interview at Pear VC
✨Know the Product Inside Out
Before your interview, make sure you understand Phaselab's eDiscovery platform and its features. Familiarise yourself with how it helps legal and privacy teams save time. This knowledge will not only impress the interviewers but also help you answer questions more effectively.
✨Showcase Your Communication Skills
As a Customer Support Specialist, communication is key. Prepare examples of how you've successfully communicated complex information to customers in the past. Practising clear and concise explanations will demonstrate your ability to educate customers effectively.
✨Demonstrate Ownership and Initiative
Phaselab values extreme ownership. Be ready to discuss situations where you've taken charge of a project or resolved an issue independently. Highlight your proactive approach and how it led to positive outcomes for customers or your team.
✨Prepare for Technical Questions
Even if you're not applying for a coding role, having a basic understanding of technical concepts related to the product can set you apart. Brush up on any relevant technical skills or knowledge, especially if you have experience in the privacy or legal fields, as this could be a bonus.
