Senior Customer Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Serve as the primary point of contact for daily inquiries through support email, live chat, and phone.

• Address customer concerns directly or engage internal resources to ensure timely and satisfactory solutions.

• Assist in the recruitment, onboarding, and training of new support team members.

• Perform data audits and imports utilizing Google Sheets across Alt Legal and WebTMS client data.

• Create and maintain formulas like VLOOKUPs and COUNTIFs to ensure accuracy and reporting.

• Deliver dedicated high-priority support for key accounts and urgent requests.

• Forward system-wide issues to the product team for resolution.

• Identify frequently asked client questions and relay feedback to Management, Customer Success, and Product teams.

• Provide platform training on Alt Legal and WebTMS, encompassing needs assessments, course materials, video scripts, and webinars.

• Ensure the company CRM is updated with training and support information.

• Advise clients on maximizing the use of Alt Legal and WebTMS based on their specific use cases and attributes.

• Act as an advocate for clients across departments to support retention, expansion, adoption, satisfaction, and account health.

• Stay updated with system changes and enhancements, including testing platforms as required.

⛳️ Requirements

• Candidates must possess the right to work at the time of application.

• A minimum of 4 years’ experience in a client-facing role involving support of SaaS or professional web-based solutions.

• Familiarity with intellectual property/IP docketing software is a plus, though training will be provided.

• Comfortable working independently in a remote setting.

• Proficient in Google Sheets, including VLOOKUPs, COUNTIFs, and other lookup/logic functions.

• Ability to identify gaps in knowledge and seek guidance when necessary.

• Strong attention to detail.

• Excellent written and verbal communication skills.

• Capable of managing multiple and conflicting priorities effectively.

• Ability to think quickly and adapt to changing circumstances.

• Demonstrated ability to handle multiple projects while maintaining a keen eye for detail.

• Exceptional personal organizational skills.

• Capacity to empathize with and advocate for customers.

• Quick to learn new concepts and impart knowledge to others.

• A strong interest in technology.

• Excellent problem-solving abilities.

• Submission of CV in PDF format and a cover letter is required for application.

🏝️ Benefits

• Flexible vacation policy.

• Options for remote work.

• Opportunity to chart your own growth path.

• Collaborative and stimulating work environment.

• Chance to learn and develop new skills.

• Reasonable accommodations during the recruitment process.