Senior Customer Support Specialist

Role Overview

Location and Work Arrangement

• This is a remote role for applicants located in the United Kingdom.
• Applicants must have the right to work in the UK at application time; visa sponsorship is not available.

Schedule

• Work 40 hours per week, Monday through Friday, during daytime hours.
• Initial onboarding requires availability from 12:00pm to 7:00pm BST for the first week.

Customer Support and Client Work

• Act as the first contact for customer questions through email, live chat, and phone.
• Resolve issues directly or coordinate internal resources to deliver timely customer resolutions.
• Provide high-priority support for key accounts and time-sensitive requests.
• Understand client use cases and advise clients on how to leverage Alt Legal and WebTMS.
• Act as a client advocate across departments to address concerns and support customer success goals.

Training and Team Support

• Train new and existing customers on platform functionality.
• Conduct training needs analyses, update course materials, write training video scripts, and present webinars.
• Support recruitment, onboarding, and training of new support team members.

Data, Product, and CRM

• Perform client-data audits and imports using Google Sheets to ensure data accuracy and support reporting.
• Maintain training and support information in the company CRM.
• Escalate system-wide issues to the product team and report patterns in client questions, needs, interests, and competitive activity.
• Stay current on platform changes and test systems as needed.

Candidate Requirements

• At least 4 years of client-facing experience supporting SaaS or professional web-based solutions.
• Proficiency with Google Sheets formulas, including VLOOKUP, COUNTIF, and related lookup or logic functions.
• Ability to work independently in a remote environment.
• Strong written and verbal communication, problem-solving, organization, and attention to detail.
• Ability to manage conflicting priorities, juggle projects, learn quickly, and teach others.
• Ability to empathize with and advocate for customers.

Preferred Knowledge

• Knowledge of intellectual property or IP docketing software is advantageous; training can be provided.

Benefits

• Collaborative and challenging work environment within a growing company.
• Flexible vacation, remote work options, and the opportunity to shape an individual growth path.

Application

• Apply through the web portal with a CV in PDF format and a cover letter explaining interest in the role.