Customer Support Engineer (UK) - Phaselaw

Pear; City Of London; On-site; GBP 35,000 - 45,000; Full time

Job summary

Phaselaw in the United Kingdom is seeking a Customer Support Engineer to help support our growing customer base in the UK and Europe. You will report directly to the CTO and work with the team to ensure customers get the most from our products.

This is a high-ownership, high-impact role where you shape how we support customers going forward. You'll touch every part of the customer lifecycle and have opportunities to grow in customer-facing and technical directions.

Qualifications

• Willingness to educate customers daily and learn about the product.
• Interest in learning and teaching about the product and technical systems.
• Excellent written and spoken communication to interact with customers.
• Ability to juggle multiple priorities across requests.
• Interest in rapid growth typical of early-stage startups.
• Extreme ownership and attention to detail.
• Coding knowledge and desire to grow coding skills.
• Bias for action: ship fast and iterate from feedback.
• Optional knowledge of Privacy or Legal fields.

Responsibilities

• Be the first line of defense for customer tickets and questions.
• Build scalable, AI-enabled systems for customer support.
• Channel customer feedback to our product development team.
• Create educational resources for our customers.
• Assist with bug fixing and QA.

Skills

Learning and teaching

Software products

Communication skills

Multitasking

Growth mindset

Extreme ownership

Coding knowledge

Bias for action

Privacy knowledge (optional)

Job description

Location: United Kingdom

Type: Full-time

Salary: £35,000-£45,000

About Phaselaw

Phaselaw is the leading eDiscovery platform for in-house legal and privacy teams. We save teams thousands of hours with tools for document production and redaction. We're a Seed stage startup but are already working with some of the largest companies in the world and are more than doubling the business every quarter.

The Role

We're looking for a Customer Support Engineer to help us support our growing customer base in the UK and Europe. You'll report directly to our CTO and work closely with our entire team to ensure our customers are getting the most out of our products. This is a high-ownership, high-impact, high-growth role where you'll directly shape the future of the business and will have the opportunity to build out how we support our customers going forward. You'll touch every part of the customer lifecycle and have opportunities to grow in both customer-facing and technical directions.

What You'll Do

• Be the first line of defense for customer tickets and questions
• Build scalable, AI-enabled systems for customer support
• Channel customer feedback to our product development team
• Create educational resources for our customers
• Assist with bug fixing and QA

What We're Looking For

• Proven interest in learning and teaching: You'll be educating customers every day and learning about our product and technical systems.
• A passion for software products and an interest in diving into the technical weeds on them.
• Excellent written and spoken communication skills to enable you to communicate well with customers.
• Ability to juggle multiple priorities across competing customer requests
• Interested in the sort of rapid growth that only early stage startups can provide.
• Extreme ownership and attention to detail. You're a person who never drops balls.
• Coding knowledge and interest in growing your coding skills.
• A bias for action: You ship fast and iterate based on feedback.
• (Optional) Knowledge of the Privacy or Legal fields.

Why Join Us?

• Impact: Your work will directly shape the future of the company.
• Growth: High ownership, deep collaboration with company leadership and customers. Potential to grow into new roles and scopes as the company grows.
• Speed: We move fast, ship often, and value autonomy.
• Culture: Our team is kind, collaborative, inquisitive, and inclusive - and we want to keep it that way. We have high standards for quality and ethics, and help each other learn in order to reach our objectives. We think technology is best built by teams with a diversity of background, thought, and experience.

Every team member is a human first, and we strive to create a culture and environment that supports your career goals and respects all of the hats you wear in life, not just the ones that earn you a paycheck.

Our Team

We were founded in 2023 by SaaS and data experts. Josh (CEO) led Chartbeat as CTO to $70M+ ARR and exit. David (CTO) led product at Cortico (MIT spinoff) from 0-> 1.