Customer Support Specialist - MerusCase

What is the role?

We have a reputation for excellent customer service. As a MerusCase Customer Support Specialist, you will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with MerusCase. Proactive, energetic, and self-driven, you will strive to understand our customers within the legal tech industry and work to be a trusted partner so that firms love and grow with MerusCase. 

In this role, you will:

• Support existing customers via chat, email, and phone


• Diagnose and troubleshoot client issues


• Onboard new customers with training calls and check-ins


• Continuously acquire expertise in MerusCase features


• Write and update help center materials


• Improve client retention


• Work with various stakeholders to help them understand evolving client needs


• Other duties as assigned

Qualifications

• 1-2 years of customer support experience


• SaaS experience preferred


• Strong initiative and creative problem solving


• Strong communication skills and introspection to understand customer needs


• Able to work well with a team and independently


• Excellent conflict management skills


• Experience in the legal or consulting industry advantageous

Who is the ideal candidate?

• You are a problem-solver and a go-getter who isn't afraid to dive into projects and get your hands dirty


• You articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time


• Ability to engage, influence, and inspire stakeholders to drive collaboration and alignment


• Excellent with user-experience design principles and data analytics

Benefits/Perks

• Competitive salary


• Paid vacation + sick and parental leave


• Remote working flexibility


• Company culture that encourages work / life balance


• 100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants