At a Glance
- Tasks: Be the first line of support, solving customer issues and shaping our support function.
- Company: Join a fast-moving AI company with a focus on innovation and customer experience.
- Benefits: Competitive salary, equity, private medical insurance, and free meals.
- Other info: Opportunity to shape customer support in a dynamic, high-agency environment.
- Why this job: Make a real impact in customer support while working with top professionals in the field.
- Qualifications: Strong communication skills and a genuine interest in customer experience.
The predicted salary is between 30000 - 40000 £ per year.
Are you the kind of person who genuinely enjoys solving problems, and wants to do it inside a company that’s moving fast? Do you want to shape a function as it’s being built, learn how a real AI product works, and be in the room when decisions get made? This is your chance to join a rocket ship.
About the role
We are looking for sharp, high-agency people to be the first line of support for our customers. You'll be joining the most lean, talent-dense, and fast-moving teams working alongside our attorneys, AI engineers, and GTM team to keep the bar on customer experience extraordinarily high.
Our customers are patent attorneys at top law firms and in-house IP teams at some of the largest companies in the world. They are demanding, technical, and short on time. Today, a lot of their support tickets land on the desks of attorneys and engineers who should be building product. That doesn’t scale, and it doesn’t give customers the speed they deserve. You will fix that.
You will be responsible for:
- Owning the first response on every inbound support ticket, across email, in-app chat, and Slack Connect channels.
- Resolving the bulk of incoming tickets yourself: login issues, browser problems, account configuration, basic product questions, and walk-throughs of how to use Solve.
- Triaging and routing complex tickets to the right attorney, AI engineer, or GTM owner with enough context that they can act immediately.
- Building the playbook: writing the help docs, recording Loom walk-throughs, and turning recurring questions into self-serve answers so customers stop needing to ask.
- Feeding customer insights back into the product. You'll be sitting on the patterns nobody else sees, and we want you in the room when we decide what to fix next.
- Working closely with our customer-facing attorneys and CSMs to make sure customers feel looked after end to end.
- Helping us figure out what good customer support looks like at Solve, then making it real.
This is a dedicated customer support role, the first of its kind at Solve. Some of the work is genuinely grunt work. The trade is that you get to shape how customer support runs at Solve, in a company where every hire is treated as a multiplier.
About you
We're open about your background. We’ve identified two profiles that may work well for this role:
- Engineering graduates or early-career engineers who want to support client success, triage requests with real technical depth, and use their engineering skills to accelerate Solve.
- Paralegals or legal operations specialists with IP or patent exposure, comfortable in technical environments, and ready to build something with real ownership.
The common thread is having a builder mentality. You should be the kind of person who fixes the thing rather than logs it.
Essential
- Genuine interest in customer experience, and evidence you've cared about it before. This might be a startup you've worked at, a side project, or a role where you've owned support, customer success, or service delivery directly.
- Strong written communication. Most of your work will be written, and our customers are precise about language.
- High agency. You spot the gap, you close it. You don't wait for someone to tell you what to do.
- The ability to hold a high bar under pressure. Some tickets will be from senior partners at top firms. They expect speed, accuracy, and tone calibration.
Nice to have
- Paralegal qualifications or experience inside a patent practice (USPTO, EPO, or UK). Or a computer science, engineering, or hard-science degree.
- Experience with support tooling (Intercom, Zendesk, Linear, Pylon, or similar).
- Familiarity with AI products, prompt design, or evaluation workflows.
- Comfort with technical products. You don't need to code, but you need to be able to read a stack trace, understand what a browser console is telling you, and learn the inner workings of a complex SaaS product quickly.
What we offer
- Competitive base salary depending on skill and experience.
- Significant equity — we want you to take ownership in Solve Intelligence and share in the success that lies ahead.
- Full visa sponsorship.
- Opportunity to work with a super smart and ambitious group of people building something people want.
- Private medical insurance.
- Free meals.
Customer Support Specialist employer: Solve Intelligence
At Solve Intelligence, we pride ourselves on being an exceptional employer that fosters a dynamic and innovative work culture. As a Customer Support Specialist, you'll have the unique opportunity to shape our customer support function while collaborating with talented professionals in AI and law, all within a fast-paced environment that values your contributions. With competitive salaries, significant equity, and comprehensive benefits including private medical insurance and free meals, we are committed to your growth and success as part of our team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Get to know the company inside out! Research their products, values, and culture. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even lead to referrals, which can be a game-changer in landing that job.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you'd handle specific customer scenarios or technical issues. Practising your responses will help you feel more confident and ready to impress.
✨Tip Number 4
Don't forget to follow up after your interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Show Your Passion for Customer Support:Let us see your genuine interest in customer experience! Share any past experiences where you've gone above and beyond to help customers, whether it was in a job, a side project, or even a startup. We want to know how you care about making things better for others.
Nail the Written Communication:Since most of your work will be written, it's crucial to showcase your strong written communication skills. Use clear, concise language and make sure your application is free from typos. Remember, our customers are precise about language, so we need to see that reflected in your application!
Highlight Your Problem-Solving Skills:We love a builder mentality! In your application, share examples of how you've tackled challenges head-on and fixed issues rather than just logging them. Show us that you can spot gaps and take initiative to close them—this is key for the 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 don’t miss out on any important updates. Plus, it shows us you're keen to join our team at StudySmarter!
How to prepare for a job interview at Solve Intelligence
✨Know Your Product Inside Out
Before the interview, make sure you understand how the AI product works and what common issues customers face. Familiarise yourself with the features and functionalities so you can confidently discuss how you'd help customers navigate them.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or improved processes. Highlight your builder mentality by discussing how you took initiative to fix problems rather than just reporting them.
✨Communicate Clearly and Effectively
Since strong written communication is key for this role, practice articulating your thoughts clearly. You might even want to write down answers to common interview questions to refine your responses and ensure they are precise and professional.
✨Demonstrate High Agency
During the interview, show that you’re proactive and can spot gaps in processes. Discuss times when you took the lead on a project or made decisions without waiting for direction, as this aligns perfectly with the high-agency mindset they’re looking for.
