Customer Support Specialist - MerusCase

Joinparadigm; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a proactive Customer Support Specialist to join their dynamic team. In this role, you'll be the voice of the customer, advocating for their needs and ensuring they achieve success with MerusCase, a leading legal tech solution. Your responsibilities will include supporting clients through various channels, troubleshooting issues, and onboarding new users. This position offers the chance to work in a fast-paced environment where your problem-solving skills and communication abilities will shine. If you're passionate about customer service and eager to make a difference in the legal tech industry, this opportunity is perfect for you.

Benefits

Paid vacation

Sick leave

Parental leave

Remote working flexibility

401k matching

Equity grants

100% paid medical insurance

100% paid dental insurance

100% paid vision insurance

Qualifications

• 1-2 years of customer support experience, preferably in SaaS.
• Strong initiative and creative problem-solving abilities.

Responsibilities

• Support customers via chat, email, and phone.
• Diagnose and troubleshoot client issues effectively.
• Onboard new customers with training calls and check-ins.

Skills

Customer Support

Problem Solving

Communication Skills

Teamwork

SaaS Experience

Job description

Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate, and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms - PracticePanther, Bill4Time, MerusCase, and LollyLaw - in addition to payments and accounting solutions powered by Headnote and TrustBooks.

Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.

What is the role?

We have a reputation for excellent customer service. As a MerusCase Customer Support Specialist, you will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with MerusCase. Proactive, energetic, and self-driven, you will strive to understand our customers within the legal tech industry and work to be a trusted partner so that firms love and grow with MerusCase.

In this role, you will:

• Support existing customers via chat, email, and phone
• Diagnose and troubleshoot client issues
• Onboard new customers with training calls and check-ins
• Continuously acquire expertise in MerusCase features
• Write and update help center materials
• Work with various stakeholders to help them understand evolving client needs
• Other duties as assigned

Qualifications

• 1-2 years of customer support experience
• SaaS experience preferred
• Strong initiative and creative problem solving
• Strong communication skills and introspection to understand customer needs
• Able to work well with a team and independently
• Experience in the legal or consulting industry advantageous

Who is the ideal candidate?

• You are a problem-solver and a go-getter who isn't afraid to dive into projects and get your hands dirty
• You articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time
• Ability to engage, influence, and inspire stakeholders to drive collaboration and alignment
• Excellent with user-experience design principles and data analytics

Benefits

• Paid vacation + sick and parental leave
• Remote working flexibility
• Company culture that encourages work / life balance
• 100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants

About Paradigm

Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate, and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms - PracticePanther, Bill4Time, MerusCase, and LollyLaw - in addition to payments and accounting solutions powered by Headnote and TrustBooks.

Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.