Experienced Customer Support Specialist – Voice of the Customer in Legal Technology
At blithequark, we're revolutionizing the way lawyers practice law with our suite of innovative legal practice software solutions. As a Customer Support Specialist, you'll play a vital role in delivering exceptional customer experiences, ensuring our clients receive timely and effective support, and driving client retention. If you're passionate about technology, customer-centricity, and the legal industry, we invite you to join our dynamic team and be the voice of our customer.
About blithequark
blithequark is a leading provider of legal practice software solutions, empowering lawyers across the globe to manage, automate, and grow their firms. With over 50,000 lawyers in 170 countries using our products, we're committed to building the best legal technology products in the world. Our four world-class all-in-one legal practice management platforms – PracticePanther, Bill4Time, MerusCase, and LollyLaw – are complemented by payments and accounting solutions powered by Headnote and TrustBooks.
Key Responsibilities
As a Customer Support Specialist at blithequark, you'll be responsible for:
- Providing high-level support via phone, chat, and email to clients, ensuring timely and effective resolution of their inquiries and issues
- Identifying and resolving client issues and concerns, improving client retention, and establishing strong customer relationships
- Diagnosing bugs and communicating customer issues and requests to our development team
- Working with the latest cloud support systems, including Intercom, Salesforce, JIRA, and G Suite
- Collaborating with various departments to ensure seamless customer experiences
- Performing other duties as assigned
Work Schedule
Our Customer Support Specialists work a standard schedule of 10 am – 7 pm EST, 9 am – 6 pm CST, or 7 am – 4 pm PST, Monday through Friday. We offer flexible remote work arrangements, allowing you to work from the comfort of your own home or a designated workspace.
Qualifications
To succeed in this role, you'll need:
- 2+ years of customer support experience, preferably in a SaaS environment
- Strong knowledge of the legal industry, although not required, is advantageous
- Proficiency in Salesforce, Intercom, JIRA, and G Suite
- Excellent communication, interpersonal, and problem-solving skills
- Ability to handle escalated customer issues and work collaboratively with different departments
- Self-motivation, diligence, and a passion for delivering exceptional customer experiences
- Strong verbal and written communication skills, with the ability to discuss technically detailed processes and integrations with customers
- Organized, detail-oriented, and able to manage multiple tasks and priorities
Ideal Candidate
We're looking for a patient, empathetic, and data-driven individual who is comfortable with technology and learning new software. You'll be a strong communicator, able to inspire others, and possess excellent interpersonal skills. If you're a self-motivated, diligent, and personable individual who enjoys working in a client-facing role, we encourage you to apply.
Why Join blithequark?
At blithequark, we offer a dynamic and supportive work environment that encourages work-life balance, professional growth, and collaboration. As a Customer Support Specialist, you'll enjoy:
- Competitive salary and benefits package
- Paid vacation, sick, and parental leave
- Remote working flexibility and budget for home office improvements
- 100% paid PPO medical, vision, and dental insurance, 401k matching, and equity grants
- Bi-annual company retreats and fun activities to bring our team together
- Opportunities for career growth and professional development in a fast-paced and ambitious environment
How to Apply
If you're passionate about delivering exceptional customer experiences and joining a dynamic team that's revolutionizing the legal industry, apply now! Visit our careers page to submit your application and join the blithequark team. Apply for this job