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As a MerusCase 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 MerusCase. 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 MerusCase. \nIn this role, you will:\nSupport existing customers via chat, email, and phone\nDiagnose and troubleshoot client issues\nOnboard new customers with training calls and check-ins\nContinuously acquire expertise in MerusCase features\nWrite and update help center materials\nImprove client retention\nWork with various stakeholders to help them understand evolving client needs\nOther duties as assigned\nQualifications\n1-2 years of customer support experience\nSaaS experience preferred\nStrong initiative and creative problem solving\nStrong communication skills and introspection to understand customer needs\nAble to work well with a team and independently\nExcellent conflict management skills\nExperience in the legal or consulting industry advantageous\nWho is the ideal candidate?\nYou are a problem-solver and a go-getter who isn't afraid to dive into projects and get your hands dirty\nYou articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time\nAbility to engage, influence, and inspire stakeholders to drive collaboration and alignment\nExcellent with user-experience design principles and data analytics\nBenefits/Perks\nCompetitive salary\nPaid vacation + sick and parental leave\nRemote working flexibility\nCompany culture that encourages work / life balance\n100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants","description_format":"text","description_chars":1838,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Parental leave","Vision insurance"],"hiring_locations":[{"name":"United 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