spellbook.legal - Customer Support Specialist
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Requirements
• Proactively identify patterns in customer feedback to recommend improvements to our product or support processes. • Occasionally run Zoom group training for customers and answer their questions in real-time. • Create and update Help Centre articles to ensure our customers have access to self-service resources. • Record and update how-to videos and other educational materials as the product evolves. • 2+ years of experience in a technical support or customer support role. • Proficiency with support tools such as Intercom and Slack. • Exceptional written and verbal communication skills. • Strong problem-solving skills with meticulous attention to detail. • Ability to stay calm, patient, and empathetic when assisting customers. • Experience with real-time customer interactions through email, calls, and chat. • Comfortable working in a fast-paced, dynamic startup environment. • A proactive approach to improving customer support processes. • Experience in the legal or legal tech industry. • Familiarity with AI or SaaS products. • Previous experience creating customer-facing documentation or video tutorials. • Background in conducting webinars or training sessions.
Responsibilities
• Respond to support tickets and live customer chats during business hours (Monday to Friday, 9 am to 5 pm), addressing customer inquiries and resolving technical issues with empathy and efficiency. • Book 1:1 calls for in-depth troubleshooting or refresher training, while promoting group webinars when appropriate.
Benefits
• Embrace autonomy and accountability in a flexible work environment; we focus on outcomes and empower you to determine how to get the job done • Access our company-paid group benefits for you and your family, with $1,000 towards mental health support • Disconnect during our holiday closure and take advantage of our generous time off policies throughout the year • Enjoy monthly paid meals, an annual wellness allowance to support your well-being and parental leave top-ups as your family grows • Secure your stake in our success; you’ll receive competitive stock option grants as a pivotal early employee • INCLUSIVE HIRING AT SPELLBOOK • Spellbook uses industry benchmark data to establish compensation bands for all roles. The salary range listed for a position reflects the expected total wage range for the role—including base salary and on-target commissions, where applicable—and may span multiple career levels. Final compensation is determined during the interview process based on factors such as experience, skills, scope, and role level. In addition to base salary and applicable commissions, total rewards may include equity, health and wellness benefits, and other company programs. Full details will be shared during the interview process.
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