Customer Support Executive (Legal Tech)

TL;DR

Customer Support Executive (Legal Tech): Managing inbound support tickets and live chat for an AI-powered legal SaaS platform with an accent on platform troubleshooting and SLA adherence. Focus on optimizing client experience, documenting SOPs, and contributing to product quality through QA testing.

Location: Fully Remote. Candidates must be based in the Philippines or LATAM (Mexico, Argentina, Colombia, Dominican Republic).

Company

A fast-growing legal technology startup building AI-powered solutions to transform how enterprise law firms manage contract data and documentation workflows.

What you will do

• Respond to inbound Zendesk tickets and live chat inquiries promptly and professionally.
• Troubleshoot platform issues, such as document upload errors and account access problems.
• Design and document SOPs for customer service workflows and ticket handling.
• Collaborate with product and engineering teams to escalate and track complex issues.
• Participate in QA and bug testing for new product releases.
• Maintain accurate records of customer interactions and update internal knowledge base materials.

Requirements

• Must be based in the Philippines or LATAM.
• At least 2 years of experience in customer support or client-facing roles.
• Strong written and verbal English communication skills with a neutral accent.
• Experience handling support during graveyard or off-hours shifts.
• Proficiency in Zendesk, Google Workspace, and Slack.
• Ability to work independently with high attention to detail.

Nice to have

• Experience in legal tech or B2B SaaS environments.
• Familiarity with U.S. professional services industries (law or finance).
• Background in knowledge base creation or SOP development.
• Experience with Intercom, Notion, or Confluence.

Culture & Benefits

• Fully remote work arrangement.
• Competitive salary based on experience.
• HMO coverage for Philippines-based talents after 3 months.
• Generous PTO in accordance with company policy.
• Direct mentorship from international industry experts.
• Access to professional growth and global networking opportunities.

Hiring process

• Application, screening, and skills assessment.
• Topgrading and client interviews.
• Job offer and client onboarding.