Customer Support Specialist

About the role

We're on a mission to transform how web content is used in the legal industry. Our technology captures online evidence effortlessly and makes it admissible in court. We serve law firms, litigation support teams, and in-house legal departments who rely on us when it matters most. We're a fully remote team spread across the U.S., driven by a passion for solving hard problems for clients who can't afford to get it wrong.

Responsibilities

• Be the first line of support clients count on
• Troubleshoot and resolve issues, guiding clients through solutions step by step
• Investigate and reproduce reported issues to understand root cause before escalating
• Gather the right context and escalate technical or product issues with clean documentation — so engineering and product aren't starting from scratch
• Own your queue like it matters
• Manage and prioritize incoming requests to meet response and resolution expectations
• Handle escalated situations with professionalism and a steady hand
• Cover the client emergency line
• Make things better over time
• Spot patterns in recurring issues and surface insights to help improve the product and the client experience
• Lead client training sessions as needed
• Collaborate with product, engineering, and operations to close the loop on complex issues

Requirements

• 1+ years of experience in customer support, client services, or technical support
• Excellent written and verbal communication skills
• Strong troubleshooting instincts; you dig into problems rather than deflecting them
• Ability to quickly learn new software tools and workflows
• Comfortable managing multiple open requests and reprioritizing on the fly
• Available to work 8:00 AM – 5:00 PM PST, Monday–Friday. Note: the first two months require availability from ~9:00 AM – 6:00 PM ET for training; exact timing is confirmed during the interview process.

Nice to have

• Experience in the legal or e-discovery industry
• Familiarity with HubSpot or similar CRM/support tools
• Experience in a high-touch B2B SaaS environment