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- Tasks: Provide top-notch support to customers, resolving issues and enhancing their experience with our AI product.
- Company: Join Spellbook, a leading AI copilot for lawyers, backed by top investors.
- Benefits: Enjoy flexible work, mental health support, generous time off, and stock options.
- Why this job: Make a real difference in the legal tech space while helping customers thrive.
- Qualifications: 2+ years in customer support, strong communication skills, and a problem-solving mindset.
- Other info: Be part of an inclusive team that values your input and growth.
The predicted salary is between 30000 - 42000 £ per year.
Spellbook is the most comprehensive AI copilot for transactional lawyers. It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. Today, more than 4,000 law firms, in-house teams, and solo practitioners rely on Spellbook to simplify their workflows and eliminate the drudgery of everyday contract work.
We’re looking for a Customer Support Specialist to provide outstanding support to our valued customers, ensuring their questions are answered, issues are resolved promptly, and they have a smooth experience with our product. This role is ideal for someone with strong communication skills, a problem-solving mindset, and a desire to help lawyers leverage technology to improve their workflows.
Responsibilities- Respond to support tickets and live customer chats during business hours (Monday to Friday, 9 am to 5 pm GMT or otherwise specified), addressing customer inquiries and resolving technical issues with empathy and efficiency.
- Book 1:1 calls for in-depth troubleshooting or refresher training while promoting group webinars when appropriate.
- Use your technical skills to independently resolve issues or collaborate with the Engineering team when needed.
- Proactively identify patterns in customer feedback to recommend improvements to our product or support processes.
- Run Zoom group training sessions for customers and answer their questions in real time.
- Create and update Help Centre articles to ensure our customers have access to self-service resources.
- Record and update how-to videos and other educational materials as the product evolves.
- Strive to meet departmental OKRs and goals such as (but not limited to) target Gross Revenue Retention, CSAT score, time to first response, and time to resolution metrics.
- Support with other responsibilities and projects as required.
- 2+ years of experience in a technical support or customer support role.
- Proficiency with support tools such as Intercom and Slack.
- Exceptional written and verbal communication skills.
- Strong problem-solving skills with meticulous attention to detail.
- Ability to stay calm, patient, and empathetic when assisting customers.
- Experience with real-time customer interactions through email, calls, and chat.
- Comfortable working in a fast-paced, dynamic startup environment.
- A proactive approach to improving customer support processes.
- Experience in the legal or legal tech industry.
- Familiarity with AI or SaaS products.
- Previous experience creating customer-facing documentation or video tutorials.
- Background in conducting webinars or training sessions.
- Embrace autonomy and accountability in a flexible work environment; we focus on outcomes and empower you to determine how to get the job done.
- Access our company-paid group benefits for you and your family, with $1,000 towards mental health support.
- Disconnect during our holiday closure and take advantage of our generous time off policies throughout the year.
- Enjoy monthly paid meals, an annual wellness allowance to support your well-being and parental leave top-ups as your family grows.
- Secure your stake in our success; you’ll receive competitive stock option grants as a pivotal early employee.
We are committed to creating an inclusive and supportive candidate experience. Should you require any accommodation whatsoever during the interview process, please inform us without any hesitation. Spellbook is dedicated to ensuring equal treatment and opportunity in all phases of recruitment, selection, and employment, in compliance with employment law.
Our Compensation PhilosophySpellbook uses industry benchmark data to establish compensation bands for all roles. The salary range listed for a position reflects the expected total wage range for the role—including base salary and on-target commissions, where applicable—and may span multiple career levels. Final compensation is determined during the interview process based on factors such as experience, skills, scope, and role level.
Customer Support Specialist (UK) in London employer: Spellbook
Contact Detail:
Spellbook Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist (UK) in London
✨Tip Number 1
Get to know Spellbook inside out! Familiarise yourself with our AI copilot and how it helps lawyers. This way, when you chat with us, you can show off your knowledge and passion for the product.
✨Tip Number 2
Practice your communication skills! Since this role is all about helping customers, try role-playing different scenarios with friends or family. The more comfortable you are, the better you'll perform in real interactions.
✨Tip Number 3
Be proactive! Think of ways you could improve customer support processes before you even start. Bring these ideas to the interview – we love candidates who think outside the box!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at Spellbook.
We think you need these skills to ace Customer Support Specialist (UK) in London
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 in technical support and your communication skills, as these are key for us at Spellbook.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled customer issues in the past. We love seeing a proactive approach, so share any instances where you identified patterns and suggested improvements.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate well-structured applications that get straight to the point, reflecting the clarity we aim for in our customer support.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Spellbook
✨Know the Product Inside Out
Before your interview, make sure you understand how Spellbook works and its benefits for legal teams. Familiarise yourself with its features and think about how you can help customers leverage this technology to improve their workflows.
✨Showcase Your Communication Skills
As a Customer Support Specialist, strong communication is key. Prepare examples of how you've effectively communicated with customers in the past, especially in resolving issues or providing training. Practice articulating your thoughts clearly and concisely.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've tackled customer issues or technical problems. Be ready to discuss your approach to troubleshooting and how you collaborate with teams to find solutions. This will show your proactive mindset and attention to detail.
✨Prepare for Real-Time Scenarios
Since the role involves live customer interactions, consider preparing for potential scenarios you might face during the interview. Role-play common customer inquiries or technical issues, and practice how you would respond with empathy and efficiency.
