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GC AI is the fastest-growing and most trusted legal AI platform for in-house legal teams, seeking a Support Specialist to join their Customer Experience team. The role involves owning inbound customer support requests, troubleshooting issues, writing help content, and conducting live demos to enhance customer trust and confidence in the platform.
Responsibilities
- Own inbound customer support requests via Intercom and Front, resolving issues with speed and precision
- Troubleshoot product questions and technical issues, escalating to Engineering or Product when needed
- Write and maintain help content (articles, guides, FAQs) that answers customer questions about specific product features
- Conduct live demos and troubleshooting sessions with customers to walk them through features or resolve issues in real time
- Partner with Customer Success Managers to flag at-risk accounts and surface recurring customer pain points
- Document solutions and build out our internal and external knowledge base to reduce repeat inquiries
Skills
- 1–3 years of experience in customer support, customer success, or client services at a SaaS or technology company
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users
- Experience using support tools such as Intercom, Front, Zendesk, or similar platforms
- Comfort conducting live customer-facing calls, demos, and troubleshooting sessions
- You treat every problem as something you can solve
- You follow through on every detail, communicate proactively, and don't wait to be asked to fix what's broken
- You're endlessly curious about how things work, always looking for ways to sharpen your skills and improve how the team operates
- Experience supporting legal teams or working with legal technology products
- Familiarity with AI-powered products and the ability to speak to how they work at a high level
- Experience writing help center content or customer-facing documentation
- Experience at a high-growth startup
Benefits
- Equity for all full-time roles
- Exceptional benefits
- Commission plans for applicable roles
Company Overview