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. You will work directly with our Head of Attorney Success to help grow our operations team and drive UpCounsel’s customer support initiatives. You’ll be the 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 in order 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 2-4 years of experience in customer-facing support role.
  • Has excellent written and verbal skills, and is comfortable communicating with users via email and over the phone.
  • Has experience with Zendesk and/or other support ticketing systems.
  • Is passionate about creating an exceptional user experience.
  • Has strong problem-solving skills, and is proactive in anticipating challenges and identifying resolutions.
  • Is strategic, and understands the importance of each interaction and the ripple effect those interactions can have.
  • Is a hard worker with a "no task is too small" attitude.

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