Remote Senior SaaS Customer Support Specialist (UK)

Alt Legal; United States; Remote; USD 56,000 - 86,000; Full time

Benefits offered by this job

Flexible vacation

Remote work options

Growth path

Job summary

Alt Legal is seeking a Senior Customer Support Specialist for a fully remote role, UK-based applicants only. You will support two IP platforms, primarily WebTMS initially, ensuring top-tier client service and data integrity across client data and reporting.

This is a full-time role with standard daytime hours and training for new team members. You will train customers, maintain CRM data, and collaborate with Product and Customer Success teams to improve adoption and satisfaction.

Qualifications

• 4+ years in a client-facing role within SaaS or professional web-based solutions.
• Experience with Google Sheets and lookup/logic functions.
• Comfortable working independently in a remote environment.
• Knowledge of IP docketing software is an advantage but training can be provided.

Responsibilities

• Serve as first point of contact via email, live chat, and phone.
• Resolve issues directly or coordinate with internal resources to ensure customer satisfaction.
• Assist in recruiting, onboarding, and training new team members to maintain service standards.
• Conduct regular data audits and imports using Google Sheets to support reporting needs.
• Provide dedicated support for key accounts and time-sensitive requests.
• Escalate system-wide issues to product teams and contribute to training materials.

Skills

SaaS support

Client facing

Google Sheets

Remote work

Communication

Problem solving

Training

IP docketing software

WebTMS

Tools

WebTMS

Alt Legal

Job description

Alt Legal is seeking a Senior Customer Support Specialist for a fully remote role, UK-based applicants only. You will support two IP platforms, primarily WebTMS initially, ensuring top-tier client service and data integrity across client data and reporting.

This is a full-time role with standard daytime hours and training for new team members. You will train customers, maintain CRM data, and collaborate with Product and Customer Success teams to improve adoption and satisfaction.