{"id":3161268,"url":"https://alion.io/job/dilitrust-customer-care-representative-level-2","title":"Customer Care Representative - Level 2","company":{"id":39245,"name":"DiliTrust","domain":"dilitrust.com","url":"https://alion.io/company/dilitrust","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":95,"open_postings":17,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":117,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wilmington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":110000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":602},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-10-23T16:05:07Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-25T15:14:29Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Ready to be part of the Legal Tech revolution?\nVision:\n As a leading software-as-a-service (SaaS) provider, DiliTrust is a global company dedicated to offering an integrated suite of legal and governance products. Our vision is to digitize legal departments worldwide. With an annual growth rate of over 40% since 2020, our ambition is to become the world's leading Legal Tech company, aiming for a valuation exceeding $1 billion by 2026.\nOur Impact:\n From generating General Meeting reports to leveraging AI-assisted contract lifecycle management, our teams in our 8 offices across France, the US, Mexico, MEA, Germany, Spain, Italy, and Canada are the driving force behind our global success. We proudly support 3,000 customers in more than 50 countries, with 80% of our clientele comprising listed companies in major markets such as Europe, North America, and the Middle East.\nOur Recognition:\n DiliTrust has been leading Legal Tech innovations, being the first Legal Tech with AI features since 2022. The company is renowned for providing a positive and entrepreneurial work environment. We are honored to have received the \"Happy at Work\" and \"Tech at Work\" labels every year since 2019.\nYour role :\nThe role focuses on moderately complex customer support, assigned support ticket management, operational health checks, scheduled customer calls, and coordination with internal teams when additional expertise is needed.\nThe core purpose of the Customer Care Representative, Level 2 is to help DiliTrust customers resolve product and workflow issues and receive clear, timely support when a request requires deeper investigation or coordination.\nResponsibilities :\nManage assigned customer-specific support tickets from DiliTrustcustomers, including corporate legal departments and other customer stakeholders.\n\nPrioritize assigned support tickets, communicate updates, and move tickets toward resolution or the appropriate escalation.\n\nReview customer impact, urgency, available information, and investigation history to determinethe appropriate nextstep.\n\nTroubleshoot moderately complex issues involving product workflows, configurations, permissions, data, and common integrations.\n\nProvide clear explanations, workarounds, and next steps to customers and internal teammates.\n\nParticipatein scheduled customer calls when live troubleshooting, follow-up, explanation, or escalation support is helpful.\n\nComplete assigned customer checklists and operational health checks for key processes and integrations, and identifyissues, gaps, delays, or recurring patterns that may require follow-up.\n\nMaintain complete and accurateticket records and communicate agreed next steps to customers and internal partners.\n\nMonitor assigned support tickets for customer impact, response risk, or resolution risk, and communicate concerns early.\n\nRecognize when a support ticket requires Customer Care leadership, Project Management, Account Management, Product, Engineering, or another internal partner, and escalate with appropriate context.\n\nWork collaboratively across the Customer Success team to coordinate customer support and follow-up.\n\nProvidepeer guidance and knowledge sharing to Level 1 representatives.\n\nContribute to troubleshooting guides, knowledge-basecontent, and team training materials based on customer needs.\n\nParticipate in team meetings, training, ticket reviews, incident reviews, and continuous-improvementactivities.\n\nQualifications :\nExperience with legal technology or legal billing software is a plus.\n\nAbility to collaborate across teams and provide guidance to Level 1 representatives.\n\nCustomer-focused mindset with the ability to explain technical or system-related information clearly.\n\nStrong attention to detail and follow-through in case documentation.\n\nAbility to assess customer impact, prioritize work, and determine appropriate nextsteps.\n\nProficiencywith Microsoft Office and support ticketing systems.\n\nStrong written and verbal communication skills, including comfort participatingin scheduled customer calls.\n\nExperience troubleshooting moderately complex issues involving configurations, permissions, data, integrations, or workflow behavior.\n\nExperience supporting business applications, customer workflows, or enterprise SaaS products.\n\nAt least three years of experience in SaaS support, application support, technical support, client services, or a similar customer-facing environment. Equivalent experiencemay be considered.\n\nInterview process :\nRecruitment screening\n\nInterview with the Customer Care Manager, hiring manager\n\nThirdinterview with the Head of Customer Success\n\nFinal interview with GeneralManager\n\nWhat we offer :\nJoin a fast-growing company in a friendly, international environment (offices in France, Italy, Spain, Canada, Germany, USA, Mexico, Dubai...); \nOur \"Remote Policy\" guarantees that you can find the right balance between \"Onsite\" and \"Remote\";\n Last but not least, all the day-to-day benefits of the CSE, luncheon vouchers, profit sharing bonuses, weekly sport session organized by TrainMe, etc…","description_format":"text","description_chars":5067,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Legal Services","Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-23T16:14:37Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":117,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/dilitrust-customer-care-representative-level-2","json_url":"https://alion.io/job/dilitrust-customer-care-representative-level-2.json","meta":{"generated_at":"2026-10-25T19:04:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27128,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":39245},"rest":"https://alion.io/mcp/rest/get_company?id=39245"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdilitrust-customer-care-representative-level-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdilitrust-customer-care-representative-level-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdilitrust-customer-care-representative-level-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dilitrust-customer-care-representative-level-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdilitrust-customer-care-representative-level-2"}]}