Senior Customer Support Specialist

Senior Customer Support Specialist at Alt Legal (Remote)

Location: Remote, based in Philippines

Shift: 4pm - 1am local time / 9am - 6pm UK time

The Company:

Alt Legal is a fast-growing SaaS-based legal technology company focused on making trademark professionals’ lives easier. Our intuitive and automated software helps IP professionals create, maintain, and analyze trademarks and other IP assets. Leading law firms and Fortune 100 companies trust our software to manage hundreds of thousands of filings daily.

We are a diverse and multi-talented virtual team. We thrive in a collaborative, open, positive environment, and we care about our mission, customers, prospects, each other, and the broader community. We are committed to ensuring that everyone on the team can grow by being around equally exceptional and kind people.

Alt Legal is a customer-centric organization that prides itself on our customer support and responsiveness.

Job Description

Reporting to the VP of Customer Support / WebTMS Customer Support Manager, the Senior Customer Support Specialist role will be responsible for interacting with customers and executing a range of external and internal requests. Applicants must have the right to work at the time of application. We are unable to offer visa sponsorship for this role.

The Senior Customer Support Specialist will train on and support two IP portfolio management platforms, Alt Legal and WebTMS. The primary focus will initially be on WebTMS support, with a gradual transition to Alt Legal support over time.

This is a full-time, permanent role covering UK business hours. The initial onboarding period requires availability from 8pm - 5am local time for the first two to four weeks.

As the first point of contact for customers through our multiple channels of communication (live chat, email, and phone), you will be helping customers solve their problems and navigate our software. You will also regularly train new customers as well as existing ones to ensure that they are getting the most out of our software.

Your specific responsibilities:

• Act as a first point of contact for all day-to-day questions received via support email, live chat, and phone line. • Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer’s satisfaction in a timely and careful manner. • Support the VP of Customer Support / WebTMS Customer Support Manager in recruiting, onboarding, and training new team members, helping to maintain and raise the standard of the support team as it grows. • Conduct regular data audits and imports (using Google Sheets, including building and maintaining formulas such as VLOOKUPs, COUNTIFs, and similar functions) across Alt Legal and WebTMS client data to ensure accuracy and support reporting needs. • Partner with the VP of Customer Support / WebTMS Customer Support Manager to provide dedicated, high-priority support for key accounts and time-sensitive requests, ensuring swift resolution and a seamless client experience. • Escalate system-wide issues to the product team and look for commonalities in client questions, proactively supplying Management, Customer Success, and Product Teams with feedback and reporting on client needs, interests, and competitive activity to enhance training materials, documentation, and the product across Alt Legal and WebTMS. • Provide platform training on Alt Legal and WebTMS to key stakeholders and end-users - including conducting training needs analyses, designing and updating course materials, and producing training video scripts for use by the video production team - and presenting webinars on specific platform functionality, connecting the value of each platform to client initiatives. • Keeping company CRM up to date with training and support information. • Work to understand key client use cases and attributes in order to advise clients on how to best leverage Alt Legal / WebTMS - in coordination with the relevant Customer Success Manager - providing context-driven responses and training. • Act as the client advocate, working cross-departmentally with internal teams to resolve client concerns and support the Customer Success team’s goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health. • Stay current with system changes and updates, including testing the platforms as needed.