Customer Support Specialist at UpCounsel

Customer Support Specialist

We are looking for a motivated and driven customer support professional to join UpCounsel as a Customer Support Specialist. As part of our operations team, you will work closely with our Head of Attorney Success to help drive UpCounsel’s customer support initiatives. You will be a primary point of contact for our users and will have a huge impact on customer experience and the growth of the company.

At UpCounsel, you will:

  • Empathize with users to provide compassionate, succinct, relatable support, with a focus on building customer loyalty.
  • Become a product expert to identify and quickly escalate bugs, areas of confusion, and other customer pain points.
  • Collect data and insights to help establish and automate processes without sacrificing quality.
  • Work closely with UpCounsel’s success and product teams, and will share user insights to fuel growth and develop improved experiences for our users.
  • Go above and beyond for clients and attorneys. The marketplace never closes, and our team takes pride in our ability to quickly respond to needs, regardless of time or day of the week.
  • Do a million things beyond what’s listed above. The marketplace can change quickly, and nobody on the marketplace team has ever said: “that’s not my job.”

The ideal candidate has:

  • A minimum of 1-2 years of experience in customer-facing support role.
  • Excellent written and verbal skills, and is comfortable communicating with users via email and over the phone.
  • Experience with Zendesk and / or other support ticketing systems.
  • Strong work ethic with a "no task is too small" attitude; our marketplace is growing quickly, and the ideal candidate understands the importance of promptly and thoroughly responding to support requests.
  • Strong problem-solving skills, and is proactive in anticipating challenges and identifying resolutions.
  • A strategic mindset and understands the importance of each interaction and the ripple effect those interactions can have.
  • Passion for creating an exceptional user experience.

Benefits + Perks

We want UpCounsel to be a great place to work. It’s that simple. We continue to look for new approaches to provide competitive wages, quality benefits, opportunities for our employees' growth and a culture that supports our strong commitment to family, balance, and wellness. Here are just a few of the benefits and perks you can expect at UpCounsel.

  • Healthcare: Choose between Anthem or Kaiser. We offer Delta Dental and VSP (for vision)
  • Flexible Paid Time Off
  • 12 Weeks company paid Parental Leave
  • 100% reimbursement for Work-related public transportation expenses
  • Work Remote Wednesdays
  • Learning stipend
  • We're located in the Financial District, near BART, Muni, and even the California Street cable car!

Perks & Benefits

Health + Vision + Dental Insurance

Full medical, dental and vision to keep you healthy

Competitive salary + equity

Competitive salary & generous stock option package

401(k)

We encourage our team to be thinking about their future

Open vacation policy

We don’t track PTO - take the time that you need

Enjoy delicious meals

Enjoy lunch at the office

Flexible work hours

Flex your schedule to start and end work when is best for you

Commuter reimbursements

Get reimbursed for your public transportation costs each month

Customize your workstation

Build your workstation and desk to make it comfortable

Team Retreats

Quarterly off-site team retreats full of fun surprises and team inspiration

Games

When it comes to games, we know how to have fun! Foosball, Xbox, fantasy football, and more!

Great coffee 24/7

We're serious about getting quality coffee from throughout the world

We're in San Francisco