Customer Support Specialist (UK)

Spellbook; United Kingdom; Remote; GBP 30,000 - 40,000; Full time

Job summary

A leading AI solutions provider in the UK is seeking a Customer Support Specialist to enhance the support experience for their law firm clients. You will respond to inquiries, lead training sessions, and work collaboratively to resolve technical issues. Ideal candidates have 2+ years in customer support, excellent communication skills, and a keen problem-solving ability. This role offers a flexible, remote work environment with competitive benefits.

Benefits

Flexible remote work

Company-paid group benefits

Generous time-off policies

Monthly paid meals

Wellness allowance

Qualifications

• 2+ years of experience in a technical support or customer support role.
• Exceptional written and verbal communication skills.
• Experience with real-time customer interactions through email, calls, and chat.

Responsibilities

• Respond to support tickets and live customer chats during business hours.
• Book 1:1 calls for in-depth troubleshooting or refresher training.
• Create and update Help Centre articles to ensure customers have access to self-service resources.

Skills

Technical support experience

Communication skills

Problem-solving skills

Attention to detail

Tools

Intercom

Slack

Job description

Overview

Spellbook is the leading AI suite for commercial lawyers, trusted by more than 3,000 law firms and in-house teams worldwide. Our mission is to make legal services more accessible by empowering legal professionals with AI tools that enable them to work faster, smarter, and more efficiently. We\'ve grown more than 25x since our launch in 2022 with customers like Nestle, Fender, Crocs, Securitas and more.

We are building magical tools that lawyers love. Join us on our journey.

About The Role

We’re looking for a Customer Support Specialist to provide outstanding support to our valued customers, ensuring their questions are answered, issues are resolved promptly, and they have a smooth experience with our product. This role is ideal for someone with strong communication skills, a problem-solving mindset, and a desire to help lawyers leverage technology to improve their workflows.

Responsibilities

• Respond to support tickets and live customer chats during business hours (Monday to Friday, 9 am to 5 pm GMT or otherwise specified), addressing customer inquiries and resolving technical issues with empathy and efficiency.
• Book 1:1 calls for in-depth troubleshooting or refresher training while promoting group webinars when appropriate.
• Use technical skills to independently resolve issues or collaborate with the Engineering team when needed.
• Proactively identify patterns in customer feedback to recommend improvements to our product or support processes.
• Run Zoom group training sessions for customers and answer their questions in real time.
• Create and update Help Centre articles to ensure customers have access to self-service resources.
• Record and update how-to videos and other educational materials as the product evolves.
• Strive to meet departmental OKRs and goals such as (but not limited to) target Gross Revenue Retention, CSAT score, time to first response, and time to resolution metrics.
• Support with other responsibilities and projects as required.

Qualifications

• 2+ years of experience in a technical support or customer support role.
• Proficiency with support tools such as Intercom and Slack.
• Exceptional written and verbal communication skills.
• Strong problem-solving skills with meticulous attention to detail.
• Ability to stay calm, patient, and empathetic when assisting customers.
• Experience with real-time customer interactions through email, calls, and chat.
• Comfortable working in a fast-paced, dynamic startup environment.
• A proactive approach to improving customer support processes.

Nice to Have

• Experience in the legal or legal tech industry.
• Familiarity with AI or SaaS products.
• Previous experience creating customer-facing documentation or video tutorials.
• Background in conducting webinars or training sessions.

Why Join Spellbook?

• Autonomy and accountability in a flexible, remote work environment; focus on outcomes and empowerment to determine how to get the job done.
• Company-paid group benefits for you and your family, with support for mental health.
• Holiday closures and generous time-off policies throughout the year.
• Monthly paid meals, wellness allowance to support well-being, and parental leave top-ups as your family grows.
• Competitive stock option grants as a pivotal early employee.

We are committed to an inclusive and supportive candidate experience. If you require accommodation during the interview process, please inform us. Spellbook is dedicated to equal opportunity in recruitment, selection, and employment, and does not discriminate based on gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other protected category.