Senior Customer Support Specialist

Senior Customer Support Specialist

Alt Legal is a fast-growing SaaS-based legal technology company focused on making trademark professionals' lives easier. Our intuitive and automated software helps IP professionals create, maintain, and analyze trademarks and other IP assets. Leading law firms and Fortune 100 companies trust our software to manage hundreds of thousands of filings daily.

We are a diverse and multi-talented virtual team. We thrive in a collaborative, open, positive environment, and we care about our mission, customers, prospects, each other, and the broader community. We are committed to ensuring that everyone on the team can grow by being around equally exceptional and kind people.

Alt Legal is a customer-centric organization that prides itself on our customer support and responsiveness.

Reporting to the VP of Customer Support / WebTMS Customer Support Manager, the Senior Customer Support Specialist role will be responsible for interacting with customers and executing a range of external and internal requests. This is a full-time, permanent position. Applicants must have the right to work in the UK at the time of application. We are unable to offer visa sponsorship for this role.

The Senior Customer Support Specialist will train on and support two IP portfolio management platforms, Alt Legal and WebTMS. The primary focus will initially be on WebTMS support, with a gradual transition to Alt Legal support over time.

This is a full-time role of 40 hours per week, Monday to Friday, daytime hours only. The initial onboarding period requires availability from 12:00pm-7:00pm BST for the first week.

As the first point of contact for customers through our multiple channels of communication (live chat, email, and phone), you will be helping customers solve their problems and navigate our software. You will also regularly train new customers as well as existing ones to ensure that they are getting the most out of our software.

Your specific responsibilities include:

• Act as a first point of contact for all day-to-day questions received via support email, live chat, and phone line.
• Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer's satisfaction in a timely and careful manner.
• Support the VP of Customer Support / WebTMS Customer Support Manager in recruiting, onboarding, and training new team members, helping to maintain and raise the standard of the support team as it grows.
• Conduct regular data audits and imports (using Google Sheets, including building and maintaining formulas such as VLOOKUPs, COUNTIFs, and similar functions) across Alt Legal and WebTMS client data to ensure accuracy and support reporting needs.
• Partner with the VP of Customer Support / WebTMS Customer Support Manager to provide dedicated, high-priority support for key accounts and time-sensitive requests, ensuring swift resolution and a seamless client experience.
• Escalate system-wide issues to the product team and look for commonalities in client questions, proactively supplying Management, Customer Success, and Product Teams with feedback and reporting on client needs, interests, and competitive activity to enhance training materials, documentation, and the product across Alt Legal and WebTMS.
• Provide platform training on Alt Legal and WebTMS to key stakeholders and end-users - including conducting training needs analyses, designing and updating course materials, and producing training video scripts for use by the video production team - and presenting webinars on specific platform functionality, connecting the value of each platform to client initiatives.
• Keeping company CRM up to date with training and support information.
• Work to understand key client use cases and attributes in order to advise clients on how to best leverage Alt Legal / WebTMS - in coordination with the relevant Customer Success Manager - providing context-driven responses and training.
• Act as the client advocate, working cross-departmentally with internal teams to resolve client concerns and support the Customer Success team's goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health.
• Stay current with system changes and updates, including testing the platforms as needed.

What we'd like to see in the ideal candidate includes:

• 4+ years' experience in client-facing role, involving support of SaaS or professional web-based solutions
• Knowledge of intellectual property / IP docketing software is an advantage but training can be provided.
• Comfortable working independently in a remote environment
• Proficiency in Google Sheets, including experience with formulas such as VLOOKUPs, COUNTIFs, and other lookup/logic functions.
• Ability to recognize gaps in their own knowledge and seek instruction
• Keen attention to detail
• Strong written and verbal communication skills
• Ability to manage multiple and sometimes conflicting priorities
• Ability to think on your feet and switch gears easily
• Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
• Superb personal organizational skills to ensure all client commitments are met
• Ability to empathize with and advocate for our customers
• Ability to quickly learn new concepts and teach others
• Strong interest in technology
• Excellent problem-solving skills

Alt Legal / WebTMS offers a collaborative and challenging work environment and the opportunity to be part of a growing company. We're a team of intellectually curious individuals who love learning and developing new skills. Our company was founded on the belief that a team with diverse backgrounds and identities will have the greatest range of experiences, the best selection of ideas, and the most inclusive and supportive culture.

We also offer all employees a variety of perks such as flexible vacation, remote work options, and the opportunity to determine your own growth path.

We are an equal opportunity employer. We welcome applications from all qualified candidates. We're happy to discuss reasonable adjustments at any stage of the recruitment process.

If you're interested, you should submit your application via our web portal, with a CV in PDF, along with a cover letter explaining your specific interest in this role and why you'd like to join the Alt Legal team.

Our applications are still reviewed by humans! Please pardon any delayed responses.