Remote Customer Support & Training Specialist

Comunidade Metodista; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Alt Legal is seeking a Remote Customer Support Specialist to join our growing team. You will be the first point of contact for customers through live chat, email, and phone, helping them solve problems and navigate our software with a customer-focused approach.

Reporting to the Director of Customer Support, you will train new customers, collaborate with Product and Customer Success, and continuously improve training materials while ensuring high satisfaction, reduced churn, and successful

Qualifications

• 4+ years in client-facing SaaS support.
• Experience supporting web-based software.
• Strong written and verbal communication.
• Ability to train new customers.
• Excellent problem-solving and empathy.

Responsibilities

• Serve as first contact via email, chat, and phone to resolve inquiries.
• Resolve issues or escalate to internal resources to ensure customer satisfaction.
• Escalate system issues to product team and communicate updates.
• Identify common questions to improve training materials and documentation.
• Provide platform training to stakeholders and end-users.
• Advise clients on Alt Legal usage with Customer Success Manager.
• Understand client use cases to tailor responses and training.
• Help reduce churn and support product adoption goals.
• Stay updated with system changes.
• Advocate for clients across departments to resolve concerns.

Skills

SaaS support

Customer facing

Written & verbal communication

Work-from-Home

Attention to detail

Problem solving

Empathy

Multi-tasking

Tech aptitude

Training others

Tools

MS Office

Google Sheets

Job description

Alt Legal is seeking a Remote Customer Support Specialist to join our growing team. You will be the first point of contact for customers through live chat, email, and phone, helping them solve problems and navigate our software with a customer-focused approach.

Reporting to the Director of Customer Support, you will train new customers, collaborate with Product and Customer Success, and continuously improve training materials while ensuring high satisfaction, reduced churn, and successful