Customer Support Specialist

Pear VC; Greater London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading eDiscovery platform in the UK is seeking a Support Engineer to enhance customer experience. This role involves providing first-line support, assisting customer onboarding, and creating scalable support systems. The ideal candidate will have a passion for software products, excellent communication skills, and the ability to prioritize effectively. Strong ownership and attention to detail are essential for success in this high-growth environment, where your contributions will directly shape the future of the company.

Qualifications

• Proven interest in learning and teaching.
• Passion for software products and technical details.
• Great communication skills for customer interaction.
• Ability to manage multiple customer requests.

Responsibilities

• Be the first line of defense for customer tickets.
• Assist with customer onboarding and training.
• Build scalable systems for customer support.
• Channel feedback to the product development team.

Skills

Customer education skills

Software product passion

Written and spoken communication

Priority juggling

Attention to detail

Bias for action

Job description

Support Engineer – Phaselab 🚀

Location: London

Type: Full-time

Salary: £35,000-£45,000

About Phaselab

Phaselab 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 Support Engineer to help us support our growing customer base in the UK and Europe. You’ll report directly to our CEO 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
• Help with customer onboarding and training
• Build scalable systems for customer support, including our internal knowledge base
• Channel customer feedback to our product development team

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.
• Great 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.
• A bias for action: You ship fast and iterate based on feedback.
• (Optional) Knowledge of the Privacy or Legal fields.
• (Optional) Coding knowledge and interest in growing your coding skills

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) lead Chartbeat as CTO to $70M+ ARR and exit. David (COO and Head of Product) lead Cortico (MIT spinoff) from 0->1 as COO.