SaaS Customer Support Analyst (Legal) - Flexible Hours

Actionstep; Denver (CO); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Health benefits

401K with company match

Flexible PTO

Birthday off

Team building events

Training & development

Job summary

Actionstep is seeking a Customer Support Analyst to join our fast-growing support team. You will be the first point of contact for users of our CRM platform, delivering helpful, timely assistance during business hours across the Pacific and Mountain time zones.

The role requires 3 years of customer-facing experience, a track record of root-cause analysis, and comfort with cross-functional collaboration. We offer robust benefits and a collaborative, growth-oriented environment.

Qualifications

• Minimum 3 years in customer-facing support roles, ideally SaaS.
• Experience in Level 1 and Level 2 distributed support teams.
• Strong communication and presentation skills.
• Technically minded with ability to learn new platforms quickly.
• Ability to work in an agile, cross-functional environment.

Responsibilities

• Manage daily ticket queue and respond to live chats and emails.
• Conduct screenshares to determine resolutions.
• Escalate to appropriate teams with full context.
• Provide regular updates and meet SLAs.
• Balance business needs with customer satisfaction.

Skills

Customer support

SaaS experience

Communication skills

Agile teamwork

Job description

Actionstep is seeking a Customer Support Analyst to join our fast-growing support team. You will be the first point of contact for users of our CRM platform, delivering helpful, timely assistance during business hours across the Pacific and Mountain time zones.

The role requires 3 years of customer-facing experience, a track record of root-cause analysis, and comfort with cross-functional collaboration. We offer robust benefits and a collaborative, growth-oriented environment.