SaaS Customer Care Specialist, Level 2 — Remote

DiliTrust; Town of Dover (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

DiliTrust is seeking a Customer Care Representative, Level 2, to support corporate legal departments and other customers with product and workflow issues. You will manage tickets, coordinate with internal teams, and provide clear explanations and workarounds to ensure timely resolution.

You will participate in scheduled calls, maintain thorough ticket documentation, and contribute to knowledge bases and training materials.

Qualifications

• Experience with legal technology or legal billing software is a plus.
• Ability to collaborate across teams and provide guidance to Level 1 representatives.
• Customer-focused mindset with the ability to explain technical or system-related information clearly.
• Strong attention to detail and follow-through in case documentation.
• Ability to assess customer impact, prioritize work, and determine appropriate next steps.
• Proficiency with Microsoft Office and support ticketing systems.
• Strong written and verbal communication skills, including comfort participating in scheduled customer calls.
• Experience troubleshooting moderately complex issues involving configurations, permissions, data, integrations, or workflow behavior.
• Experience supporting business applications, customer workflows, or enterprise SaaS products.
• At least three years of experience in SaaS support, application support, technical support, client services, or a similar customer-facing environment.

Responsibilities

• Manage assigned customer-specific support tickets from DiliTrust customers, including corporate legal departments and other customer stakeholders.
• Prioritize assigned support tickets, communicate updates, and move tickets toward resolution or the appropriate escalation.
• Review customer impact, urgency, available information, and investigation history to determine the appropriate next step.
• Troubleshoot moderately complex issues involving product workflows, configurations, permissions, data, and common integrations.
• Provide clear explanations, workarounds, and next steps to customers and internal teammates.
• Participate in scheduled customer calls when live troubleshooting, follow-up, explanation, or escalation support is helpful.
• Complete assigned customer checklists and operational health checks for key processes and integrations, and identify issues, gaps, delays, or recurring patterns that may require follow-up.
• Maintain complete and accurate ticket records and communicate agreed next steps to customers and internal partners.
• Monitor assigned support tickets for customer impact, response risk, or resolution risk, and communicate concerns early.
• Recognize when a support ticket requires Customer Care leadership, Project Management, Account Management, Product, Engineering, or another internal partner, and escalate with appropriate context.
• Work collaboratively across the Customer Success team to coordinate customer support and follow-up.
• Provide peer guidance and knowledge sharing to Level 1 representatives.
• Contribute to troubleshooting guides, knowledge-base content, and team training materials based on customer needs.
• Participate in team meetings, training, ticket reviews, incident reviews, and continuous-improvement activities.

Skills

Legal tech experience

Cross-team collaboration

Customer-focused

Attention to detail

Ticketing systems

Microsoft Office

Clear communication

Troubleshooting moderately complex

Tools

Microsoft Office

Support ticketing systems

Job description

DiliTrust is seeking a Customer Care Representative, Level 2, to support corporate legal departments and other customers with product and workflow issues. You will manage tickets, coordinate with internal teams, and provide clear explanations and workarounds to ensure timely resolution.

You will participate in scheduled calls, maintain thorough ticket documentation, and contribute to knowledge bases and training materials.