Senior Customer Support Specialist

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

📋 Description

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

• Address customer issues directly or coordinate with internal resources for prompt resolution.

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

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

• Provide urgent support for key accounts and time-sensitive requests.

• Report system-wide issues to the product team.

• Recognize common customer inquiries and relay feedback to Management, Customer Success, and Product teams.

• Deliver platform training to stakeholders and end-users.

• Conduct training needs assessments and develop or update course materials.

• Create training video scripts and conduct webinars.

• Keep the company CRM updated with training and support information.

• Guide clients on utilizing Alt Legal and WebTMS in collaboration with Customer Success Managers.

• Advocate for clients while collaborating across departments to enhance retention, expansion, product adoption, satisfaction, and account health.

• Stay informed about system changes and updates, including platform testing.

• Work 40 hours per week, Monday to Friday, during daytime hours; initial onboarding availability from 12:00pm–7:00pm BST.

⛳️ Requirements

• Minimum of 4 years’ experience in a client-facing role supporting SaaS or professional web-based solutions.

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

• Applicants must reside in the United Kingdom.

• Applicants must possess the right to work in the UK at the time of application.

• Visa sponsorship is not available.

• Must be comfortable working independently in a remote setting.

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

• Strong attention to detail.

• Excellent written and verbal communication skills.

• Capability to manage multiple and competing priorities.

• Proven track record of balancing multiple projects while maintaining attention to detail.

• Exceptional personal organizational skills.

• Ability to empathize with and advocate for customers.

• Quick learner with the ability to teach others new concepts.

• Strong interest in technology.

• Excellent problem-solving abilities.

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

🏝️ Benefits

• Flexible vacation policy.

• Options for remote work.

• Opportunity to define your own growth trajectory.

• A collaborative and challenging work environment.

• Opportunities to learn and develop new skills.

• Reasonable adjustments available during the recruitment process.