Experienced Customer Support Specialist for Cloud-Based Legal Technology Solutions – Remote Opportunity with blithequark

Introduction to blithequark At blithequark, we are revolutionizing the legal industry with our innovative suite of cloud-based software solutions designed to help lawyers manage, automate, and grow their firms. With a global presence spanning over 170 countries and more than 50,000 lawyers utilizing our products, we are committed to shifting the paradigm of legal practice. Our world-class platforms, including PracticePanther, Bill4Time, MerusCase, and LollyLaw, along with payments and accounting solutions powered by Headnote and TrustBooks, empower lawyers across the spectrum of practice areas, geographies, and business needs. Job Overview We are seeking an experienced and highly skilled Customer Support Specialist to join our team at blithequark. As a Customer Support Specialist, you will play a pivotal role in communicating with our clients to resolve inquiries in a timely and professional manner. Your expertise will be crucial in answering questions, identifying and resolving issues, and relaying feedback to our product and development teams. You will be the voice of our customer, mitigating client requests and issues with professionalism and empathy. Key Responsibilities Provide high-level support to clients via phone, chat, and email, ensuring timely resolution of inquiries and issues. Identify and resolve client concerns, establishing strong customer relationships and improving client retention. Diagnose bugs and communicate customer issues and requests to the development team, ensuring seamless collaboration and prompt resolution. Work with the latest cloud support systems, including Intercom, Salesforce, JIRA, and other tools, to deliver exceptional customer support. Perform other duties as assigned, demonstrating flexibility and a willingness to adapt to the evolving needs of our clients and organization. Work Schedule Your work hours will be 10 am – 7 pm EST, 9 am – 6 pm CST, or 7 am – 4 pm PST, ensuring you are available to support our clients across different time zones. Qualifications and Skills To excel in this role, you should possess: 2+ years of customer support experience, preferably in a SaaS environment. Knowledge of the legal industry is advantageous, although not required. Familiarity with Salesforce, Intercom, JIRA, G Suite, and other cloud-based support systems. Excellent communication, interpersonal, and problem-solving skills, with the ability to work collaboratively with different departments. A data-driven approach, with a strong emphasis on detail orientation and organizational skills. Comfort with technology and a willingness to learn new software and systems. Ability to handle escalated customer issues, remaining calm and professional under pressure. Self-motivation, diligence, and a passion for delivering exceptional customer support. Ideal Candidate Profile The ideal candidate for this role is: Patient, empathetic, and possessing great communication skills. A strong team player with excellent interpersonal skills. Comfortable with technology and eager to learn new software and systems. Able to discuss technically detailed processes and integrations with clients who are both tech-savvy and non-technical. Organized, detail-oriented, and able to manage multiple tasks simultaneously. Personable and enjoys working in a client-facing role, with a strong focus on building strong customer relationships. Why Join blithequark? At blithequark, we offer a unique opportunity to be part of a fast-paced, ambitious, and unified team that is committed to building the best legal technology products in the world. Our company culture encourages work-life balance, and we provide a range of benefits and perks to support your well-being and career growth. Benefits and Perks Competitive salary and comprehensive benefits package. Paid vacation, sick, and parental leave, ensuring you have time to relax and recharge. Remote working flexibility, with a budget for home office improvements to ensure you have a comfortable and productive workspace. 100% paid PPO medical, vision, and dental insurance, 401k matching, and equity grants, demonstrating our commitment to your financial well-being. Bi-annual company retreats and regular team-building activities, both physically and virtually, to foster a sense of community and connection among our team members. Conclusion If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Support Specialist, you will play a vital role in shaping the customer experience and contributing to the growth and success of our organization. Join our team and be part of a dynamic and innovative company that is revolutionizing the legal industry. Apply now to take the first step in an exciting and rewarding career with blithequark. We look forward to welcoming you to our team! Apply for this job