Customer Support Specialist
Spellbook is the most comprehensive AI copilot for transactional lawyers. It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. Today, more than 4,000 law firms, in-house teams, and solo practitioners rely on Spellbook to simplify their workflows and eliminate the drudgery of everyday contract work.
We are backed by leading investors including Khosla Ventures, Thomson Reuters Ventures, Inovia Capital, The LegalTech Fund, Bling Capital, and Moxxie Ventures. The company recently raised $50 million in Series B funding, led by Keith Rabois at Khosla Ventures, bringing its total funding to more than $80 million.
*This is an existing vacancy
ABOUT THE ROLE
We’re looking for a Customer Support Specialist to provide outstanding support to our valued customers, ensuring their questions are answered, issues are resolved promptly, and they have a smooth experience with our product. This role is ideal for someone with strong communication skills, a problem-solving mindset, and a desire to help lawyers leverage technology to improve their workflows.
RESPONSIBILITIES
- Respond to support tickets and live customer chats during business hours (Monday to Friday, 9 am to 5 pm), addressing customer inquiries and resolving technical issues with empathy and efficiency.
- Book 1:1 calls for in-depth troubleshooting or refresher training, while promoting group webinars when appropriate.
- Use your technical skills to independently resolve issues or collaborate with the Engineering team when needed.
- Proactively identify patterns in customer feedback to recommend improvements to our product or support processes.
- Occasionally run Zoom group training for customers and answer their questions in real-time.
- Create and update Help Centre articles to ensure our customers have access to self-service resources.
- Record and update how-to videos and other educational materials as th...