Support Executive

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

📋 Description

• Serve as the primary support contact for customer and technical inquiries related to onboarding, compliance, payments, and reporting.

• Independently identify root causes and escalate issues effectively when necessary.

• Assist law firms and their clients in navigating product features and AML/CDD workflows.

• Ensure a smooth product experience for end-clients throughout their journey.

• Utilize AI tools to create and update help center content, enhancing troubleshooting efficiency.

• Oversee a support queue and manage priorities comprehensively.

• Maintain proactive communication with customers and team members during incidents and changes.

• Analyze ticket and feedback trends to suggest process enhancements.

• Provide insights to Product and EPD teams to tackle recurring issues at their origin.

⛳️ Requirements

• Excellent written and verbal communication abilities with law firm clients, end-users, and internal staff.

• Capability to stay composed in high-pressure situations.

• Proactive in communication and prompt in escalating issues as needed.

• Self-motivated, responsible, and capable of managing projects from start to finish.

• Strong skills in time management and prioritization.

• Able to learn new products, tools, and regulatory areas independently.

• Focused on continuous improvement and suggesting process enhancements.

• Possesses technical curiosity and strong problem-solving skills.

• Comfortable assisting less technically proficient end-users directly.

• Open to utilizing AI tools as an integral part of the work process.

🏝️ Benefits

• [Insert benefits here]

• [Insert additional benefits here]