What is the role?

We have a reputation for excellent customer service. As a Merus Case Customer Support Specialist, you will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with Merus Case. Proactive, energetic, and self-driven, you will strive to understand our customers within the legal tech industry and work to be a trusted partner so that firms love and grow with Merus Case.

In this role, you will:

• Support existing customers via chat, email, and phone
• Diagnose and troubleshoot client issues
• Onboard new customers with training calls and check-ins
• Continuously acquire expertise in Merus Case features
• Write and update help center materials
• Improve client retention
• Work with various stakeholders to help them understand evolving client needs
• Other duties as assigned

Qualifications

• 1-2 years of customer support experience
• SaaS experience preferred
• Strong initiative and creative problem solving
• Strong communication skills and introspection to understand customer needs
• Able to work well with a team and independently
• Excellent conflict management skills
• Experience in the legal or consulting industry advantageous

Who is the ideal candidate?

• You are a problem-solver and a go-getter who isn't afraid to dive into projects and get your hands dirty
• You articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time
• Ability to engage, influence, and inspire stakeholders to drive collaboration and alignment
• Excellent with user-experience design principles and data analytics

Benefits/Perks

• Competitive salary
• Paid vacation + sick and parental leave
• Remote working flexibility
• Company culture that encourages work / life balance
• 100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants