Customer Support Specialist (Legal AI)

TL;DR

Customer Support Specialist (Legal AI): Providing high-quality technical support and guidance to legal professionals using the hirify.global platform with an accent on effortless customer experience and product advocacy. Focus on methodically troubleshooting technical issues, capturing product feedback, and improving self-serve resources.

Location: Hybrid in Dublin, Ireland (minimum twice per week in office)

Salary: €38,200–€51,800

Company

Global leader in legal AI technology, empowering legal professionals to work smarter and increasing access to justice.

What you will do

• Handle a high volume of inbound requests via phone, chat, and email to ensure an effortless customer experience.
• Act as a trusted advisor and expert on all hirify.global features and functionality.
• Troubleshoot technical product issues and coordinate resolutions with Technical Escalations and Product teams.
• Develop and maintain knowledge base content and coach users on self-serve resources.
• Capture and represent the voice of the customer by providing feedback to the Product team.
• Contribute to departmental projects aimed at improving service delivery and processes.

Requirements

• Must be based in Dublin, Ireland to support the hybrid work model.
• Strong verbal and written English communication skills with a professional tone.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Tech-savviness and a strong desire to learn new software platforms.
• Patient, compassionate, and empathetic approach to customer interactions.

Nice to have

• Experience working with web-based SaaS applications.
• Familiarity with Service Cloud or similar CRM software.
• Experience in Legal or other professional service industries.
• Proficiency in Google Suite, Microsoft Office, and Windows/Mac environments.

Culture & Benefits

• Competitive equitable salary with top-tier health and dental coverage.
• Hybrid work environment with a focus on empowerment and accountability.
• Flexible time off policy and pension contributions.
• hirify.globalversary recognition program for long-term tenure.
• Inclusive culture dedicated to diversity, equity, and belonging.