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For Companies At a Glance
- Tasks: Support customers, manage tickets, and build scalable support systems.
- Company: Join 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 leading tech company while learning and growing.
- Qualifications: Passion for software, great communication skills, and a desire to learn.
- Other info: Collaborative culture with a focus on diversity and personal development.
The predicted salary is between 35000 - 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
Get to know Phaselab inside out! Familiarise yourself with their eDiscovery platform and understand how it benefits customers. This will not only help you in interviews but also show your genuine interest in the role.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can give you a leg up in the application process.
✨Tip Number 3
Prepare for those tricky interview questions! Think about scenarios where you've demonstrated ownership and problem-solving skills. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and genuinely interested in joining the team at Phaselab.
We think you need these skills to ace Customer Support Specialist (London) — Phaselaw
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Specialist role. Highlight your relevant experience and skills that match what we're looking for, like your passion for software products and great communication skills.
Show Your Personality: We want to get to know the real you! Don’t be afraid to let your personality shine through in your application. Share your enthusiasm for learning and teaching, as well as any unique experiences that make you a great fit for our team.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that demonstrate your ability to juggle multiple priorities and communicate effectively, just like you would with our customers.
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 your initiative and interest in joining our team!
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 will show your genuine interest in the role and help you answer questions more effectively.
✨Demonstrate Your Communication Skills
As a Customer Support Specialist, you'll need to communicate clearly with customers. Practice explaining complex concepts in simple terms. You might even want to prepare a few examples of how you've successfully helped customers in the past.
✨Show Your Problem-Solving Skills
Think of scenarios where you've had to juggle multiple priorities or resolve customer issues. Be ready to discuss these experiences during the interview, highlighting your ability to take ownership and act quickly to find solutions.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's growth plans, team culture, and how they gather customer feedback. This not only shows your enthusiasm for the role but also helps you gauge if Phaselab is the right fit for you.