Enterprise Customer Support Specialist supporting legal professionals using Clio’s legal AI platform. Troubleshooting technical issues, advising enterprise stakeholders, and improving customer workflows.
About the role
- Customer Support Specialist supporting Modash users through troubleshooting, guidance, and documentation. Improving customer experience for a Canada-based remote support team.
Responsibilities
- Provide customer support through Intercom chat and email, with occasional live or asynchronous video
- Advise customers on influencer marketing workflows and best practices
- Guide customers through Modash features with clear, step-by-step instructions
- Troubleshoot product issues by reproducing problems, asking follow-up questions, and guiding customers to solutions
- Escalate bugs and issues with clear steps, examples, links, and impact
- Update the Help Center and internal documentation
- Contribute to customer communications during incidents
- Identify patterns and share customer feedback to improve the product
- Maintain fast first-response times, typically under two hours
- Keep internal notes and handoffs clear
- Continuously improve Help Center content based on customer tickets
Requirements
- 2+ years of experience in customer support, ideally in SaaS
- Strong written and spoken English
- Ability to explain complex things in simple words
- Comfortable troubleshooting by reproducing issues, asking follow-up questions, and identifying root causes
- Ownership of customer issues through resolution
- Ability to work without a perfect playbook and improve processes
- Organised case management and clear handoffs
- Ability to remain calm under pressure and handle frustrated customers with care
- Experience supporting influencer marketing or e-commerce tools (nice-to-have)
- Experience with technical support topics including integrations, tracking, and APIs (nice-to-have)
- Experience maintaining Help Center documentation and internal processes (nice-to-have)
- Familiarity with Intercom, Notion, Stripe, FullStory, and Modash
- Availability for 10am–6pm Eastern time, Monday–Friday, with some weekend flexibility
Benefits
- Unlimited paid vacation time
- Fully remote working
- Personal development: courses, books, or conferences covered
- Autonomy and flexibility to make decisions and take action quickly
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Degree requirement
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