Jr. Customer Success Specialist (WFO)

Job Description

Reporting to the Customer Success Lead, the Customer Success Specialists will be working with all new small law firms ( 5 users) who have signed up to the platform on a 30-day trial. The focus is their driving adoption and usage of the platform and converting to paying customers.

Responsibilities:

• Being the first point of contact for all small law firms who are a during their first 30 days (sole practitioners)
• Monitoring customer usage and proactively offer training and support to customers with the goal of increasing adoption and usage.
• Collaborate with internal teams (Sales, Product, Marketing) to ensure customer feedback is being shared with our team to improve the customer experience.
• Responding to all inbound support requests via phone, email and chat and escalating complex issues as necessary, ensuring timely resolution and customer satisfaction.
• Supporting the sales team with converting leads to paying customers.

Qualifications And Requirements

• Previous experience working at a tech SaaS company is a must.
• 1-2 years of experience in a Customer Support, Customer Success or Onboarding Specialist role.
• Excellent verbal and written communication skills
• Experience using Hubspot, MS Office or similar CRM systems.