Customer Support Specialist
$23,393–$24,464 year
Remote · Philippines
Job Summary
Customer Support Specialist at Alt Legal (Remote). As the first point of contact for customers through live chat, email, and phone, you will help resolve issues, escalate to the product team as needed, and ensure customer satisfaction. You will regularly train new and existing customers to maximize adoption of Alt Legal’s SaaS platform, provide platform training to key stakeholders, work with clients to understand use cases, and collaborate across Customer Success, Product, and other internal teams to reduce churn and drive revenue opportunities. Interviews and onboarding are in EST (UTC -5), with post-onboarding work hours aligned to the employee’s time zone. Responsibilities include handling daily inquiries, resolving issues directly or with internal resources, escalating system-wide issues, contributing to training materials and documentation, and acting as a client advocate to improve the product and client experience. Ideal candidates will have 4+ years in a client-facing SaaS role, 2+ years of remote work experience, strong English skills, a reliable internet connection, familiarity with MS Office and Google Sheets, and a proven ability to manage multiple priorities with excellent problem-solving and communication abilities.
Required Qualifications
- 4+ years experience in client-facing role, involving support of SaaS or professional web-based solutions
- 2+ years Work-from-Home Experience
- Fluent in English
- Strong, reliable internet connection
- Intellectual property experience preferred, but not required
- Intermediate knowledge of MS Office and Google programs, particularly Excel and Google Sheets
- 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
- Good sense of humor
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