First-Line Customer Support Specialist & CX Builder

Solve Intelligence, Inc.; New York (NY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Equity

Visa sponsorship

Private medical insurance

Free meals

Job summary

Solve Intelligence, Inc. is seeking a Customer Support Specialist in New York to be the first point of contact for patent attorneys and in-house IP teams.

You will own inbound tickets across email, in-app chat, and Slack Connect, resolving many issues directly and triaging the rest to the right experts. This role blends hands-on problem solving with documentation work: write help articles, record Loom walkthroughs, and shape self-serve answers so customers need less direct support.

Qualifications

• Proven track record in customer support or success.
• Experience with legal tech or IP domain is a plus.
• Ability to write clear help docs and Loom walkthroughs.

Responsibilities

• Own first response to inbound tickets via email, in‑app chat, and Slack Connect.
• Resolve most issues independently: login, browser, account setup, product questions.
• Triages complex tickets to attorneys or engineers with context.
• Create self-serve help through docs and Loom recordings.
• Capture customer insights for product decisions.
• Collaborate with attorneys and CSMs to ensure end-to-end care.
• Help define what excellent customer support looks like at Solve.

Skills

Written communication

Problem solving

High agency

Customer experience

Technical curiosity

Tools

Intercom

Zendesk

Slack

Job description

Solve Intelligence, Inc. is seeking a Customer Support Specialist in New York to be the first point of contact for patent attorneys and in-house IP teams.

You will own inbound tickets across email, in-app chat, and Slack Connect, resolving many issues directly and triaging the rest to the right experts. This role blends hands-on problem solving with documentation work: write help articles, record Loom walkthroughs, and shape self-serve answers so customers need less direct support.