Customer Support Executive – US Legal Tech

📋 Description

• Address inbound Zendesk tickets and live chat inquiries swiftly and in a professional manner.

• Diagnose platform-related issues, including document upload failures and account access difficulties.

• Offer clear, concise, and accurate assistance based on internal documentation.

• Guarantee that all tickets are either resolved or escalated within established SLAs.

• Utilize and implement the internal guidebook to ensure uniform support delivery.

• Adhere to defined workflows, escalation procedures, and resolution standards.

• Keep thorough and precise records of customer interactions.

• Create and document SOPs for customer service processes and ticket management.

• Detect recurring issues and suggest enhancements to processes or documentation.

• Aid in refreshing FAQs and internal knowledge base resources.

• Elevate complex issues to internal teams and monitor them until resolution.

• Collaborate with product and engineering teams as necessary.

• Ensure timely follow-ups on outstanding issues.

• Engage in QA and bug testing for new product launches.

• Assist with ad-hoc administrative tasks and internal coordination activities.

⛳️ Requirements

• A minimum of 2 years of experience in customer support or client-facing roles.

• Strong written and verbal communication skills in English with a neutral accent.

• Experience providing support during graveyard or off-hours shifts.

• High attention to detail and capability to adhere to structured processes.

• Tech-savvy, with the ability to rapidly learn new platforms and tools.

• Capacity to work independently with limited supervision.

• Experience in legal tech or B2B SaaS environments.

• Familiarity with U.S. professional services sectors (law or finance).

• Experience in onboarding, training, or mentoring support team members.

• Background in creating knowledge bases or developing SOPs.

• Proficiency in Zendesk or similar ticketing systems.

• Experience with live chat support tools.

• Knowledge of Google Workspace (Docs, Sheets, Gmail).

• Familiarity with Slack or similar communication platforms.

• Experience with Intercom or similar customer messaging systems.

• Knowledge base tools experience (e.g., Notion, Confluence).

• Familiarity with QA or bug tracking software.

🏝️ Benefits

• Competitive Salary: Based on experience and skills.

• Remote Work: Fully remote—work from any location.

• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting.

• Generous PTO: In accordance with company policy.

• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees.

• Direct Mentorship: Guidance from international industry experts.

• Learning & Development: Ongoing access to resources for professional growth.

• Global Networking: Connect with professionals worldwide.