Customer Support Specialist

Company OverviewCasetext has led innovation in legal AI since 2013, applying cutting-edge AI to the law to create solutions that enable attorneys to provide higher-quality representation to more clients, enhance efficiency and accuracy, and gain a competitive advantage. Our leadership and contributions in legal AI have been recognized worldwide, including receipt of the World Economic Forum’s Technology Pioneer award for the development of AI-powered brief analysis tool CARA AI. Today, over 10,000 law firms—from solos and small practices to more than 40 Am Law 200 firms—rely on Casetext to elevate the quality of their law practice. For more information visit www.casetext.com.About the RoleCasetext is looking for a Customer Support Specialist with 3+ years of experience to join our Customer Support team. Your job will be to speak to our customers about our legal research software products, including our newest product, CoCounsel, help troubleshoot problems with customers’ accounts, set up subscriptions, and support our Sales team. We are looking for someone with SaaS experience (legal industry is preferred), a person who is organized, has time management skills, great written & verbal communication skills and loves to problem-solve.This is a full-time job that requires 40 hours per week. However, the job may not be done during traditional “business hours” during the workweek. We are actually looking for candidates who are open to exploring alternative work schedules, where a portion of the 40 hours per week can be performed in the evenings or on weekends. This role is entirely remote, but you must be based in the U.S. and authorized to work in the U.S & looking for candidates who can work EST & CST timezones.As a Customer Support Specialist You WillSpeak with customers via live chat, phone, and email to help them with their Casetext accounts and help them fix problems with their accountsSpeak to leads about the benefits and features of Casetext’s software productsWrite articles for our help center on how to use our products efficiently and troubleshoot common problemsSupport our Sales team during salesAbout YouYou have 3+ years of experience in a Customer Support role for a SaaS companyLegal industry experience (including but not limited to: a JD, Paralegal or Legal Assistant experience) preferred, but not requiredYou have experience using customer support software (Intercom, HubSpot, Zendesk, or similar) for live chat, as well as phone and email support experienceYou have strong communication skills & can explain complicated issuesYou are personable with a friendly and approachable tone and positive attitude. You are a customer relationship builder and a problem solver!You are calm under pressure and thrive in a fast-paced work environmentYou are punctual and prompt, understanding and respecting deadlines and the need to respond quickly to customersYou are tech-savvy and comfortable learning new technologiesYou are flexible and can adapt wellIf you do not have prior legal experience, you are interested in learning about the law – our customers are attorneys, and you will learn about what attorneys need for their practices and businesses in this roleSalary Range: $70k + annual bonusCasetext BenefitsCompetitive compensationExciting and meaningful work with an ambitious and passionate teamMedical, dental, and vision insurance is covered for you, and we cover 50% for spouses and dependentsHealth FSA & Dependent Care FSAShort-Term & Long-Term DisabilityProfessional Development BudgetAnnual Wellness BudgetOne-time Technology BudgetFlexible, remote-first work cultureGenerous parental leaveUnlimited PTOWe’re a close-knit team of smart, driven people who really enjoy working together

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