Customer Support Specialist (Legal AI)

TL;DR

Customer Support Specialist (Legal AI): Providing effortless customer experiences for legal professionals using AI technology with an accent on technical troubleshooting and product adoption. Focus on managing high-volume inbound requests, coordinating with technical teams for issue resolution, and expanding the internal knowledge base.

Location: Hybrid; expectation for employees in Vancouver, Calgary, Toronto, Dublin, and Sydney to be in office minimum twice per week.

Salary: $56,000 CAD

Company

hirify.global is a global leader in legal AI technology, empowering legal professionals and law firms to work smarter and more securely.

What you will do

• Handle high-volume inbound requests via phone, chat, and email to ensure an effortless customer experience.
• Troubleshoot technical product issues and coordinate resolutions with Technical Escalations, Product, and Customer Success teams.
• Educate customers on features and functionality to promote product adoption.
• Contribute to and maintain the knowledge base and coach users on self-serve resources.
• Capture and relay product feedback to the Product team for future improvements.
• Participate in group projects to optimize service delivery and departmental processes.

Requirements

• Bachelor's degree in a relevant field or equivalent practical experience.
• Excellent analytical and communication skills, with the ability to explain complex technical concepts to non-technical users.
• Strong curiosity regarding law, technology, and AI.
• Growth mindset, optimism, and enthusiasm.
• Ability to perform effectively within a high-performing team environment.

Nice to have

• Prior experience in research, tutoring, or leadership.
• Experience providing exceptional customer service and solving complex problems.
• Ability to multitask and provide concise summaries of issue resolutions.

Culture & Benefits

• Competitive salary with top-tier health, dental, and vision insurance.
• Hybrid work environment with local office presence.
• Flexible time off policy with an encouraged 20 days off per year.
• $2,000 annual counseling benefit.
• RRSP matching and RESP contributions.
• hirify.globalversary recognition program for tenure milestones.