Customer Support Specialist DACH (m/w/d)
Core
Support Legal & Regulatory experts using a Legal AI platform to resolve complex inquiries, manage onboarding, and improve support processes.
Role type
Senior Customer Support Specialist (SaaS/Legal Tech)
Builds
Customer support operations for a Legal AI platform serving law firms and legal departments
Domain
Legal Technology / SaaS
Deliverable
client delivery
Required skills
Complex problem solving, CRM management, Knowledge base development, Cross-functional collaboration, Data reporting, Process improvement
Preferred skills
SaaS experience, Legal domain knowledge, AI/GenAI familiarity, Startup environment adaptability
Technologies
CRM systems, Legal AI platforms
Responsibilities
Handle complex customer inquiries and complaints, Support onboarding and training of new support staff, Update customer accounts and profiles in CRM, Track communication to ensure issue resolution, Develop and maintain FAQs and knowledge base articles, Collaborate with Legal Engineering and Customer Success on technical issues, Escalate bugs and feature requests to product teams, Compile customer issue reports for management, Support special projects to improve support processes, Participate in peer mentoring and team knowledge sharing