Customer Support Specialist

TL;DR

Customer Support Specialist (Legal AI): Provide outstanding support to lawyers using AI copilot for drafting and reviewing contracts with an accent on resolving technical issues, customer inquiries, and creating educational resources. Focus on handling support tickets, live chats, proactive feedback analysis, and collaborating with engineering for complex troubleshooting.

Location: Remote (Canada)

Salary: CA$60K – CA$80K

Company

Comprehensive AI copilot for transactional lawyers integrated into Microsoft Word, backed by leading investors with $50M Series B funding.

What you will do

• Respond to support tickets and live chats during business hours (Mon-Fri, 9am-5pm), resolving inquiries and technical issues empathetically.
• Book 1:1 calls for troubleshooting or training, and promote group webinars.
• Independently resolve issues or collaborate with Engineering team.
• Identify patterns in feedback to recommend product or process improvements.
• Run Zoom group trainings and create/update Help Centre articles and how-to videos.

Requirements

• 2+ years in technical or customer support role
• Proficiency with Intercom and Slack
• Exceptional written and verbal communication skills
• Strong problem-solving with attention to detail
• Calm, patient, empathetic approach to customers
• Experience with real-time interactions via email, calls, chat
• Comfort in fast-paced startup environment

Nice to have

• Experience in legal or legal tech industry
• Familiarity with AI or SaaS products
• Creating customer-facing documentation or video tutorials
• Conducting webinars or training sessions

Culture & Benefits

• Flexible work environment focused on outcomes and autonomy
• Company-paid group benefits with $1,000 mental health support
• Generous time off, holiday closure, monthly paid meals, wellness allowance, parental leave top-ups
• Competitive stock option grants