Customer Experience Specialist – Email/Chat (Remote)

As a Customer Experience Specialist – Email/Chat, you will be part of the Customer Experience team, playing a critical role in ensuring our users receive timely, empathetic, and effective support.

Requirements

• Respond promptly and effectively to customer inquiries via email and chat.
• Troubleshoot and resolve issues related to the platform, services, and products.
• Understand customer needs (both practical and emotional) and respond with empathy.
• Track, document, and follow up on customer requests to ensure resolution.
• Escalate complex concerns to the appropriate teams when needed.
• Maintain accurate records of customer interactions.
• Collaborate with internal teams to improve support processes.
• Identify recurring issues and recommend improvements.
• Ensure a positive and consistent customer experience.
• Uphold service quality standards and response time expectations.
• Proven experience in customer support (email/chat preferred).
• Excellent written communication skills with strong attention to detail.
• Strong problem-solving and critical thinking skills.
• Ability to manage time, prioritize tasks, and multitask effectively.
• Experience using customer service tools and platforms.
• High emotional intelligence, patience, and adaptability.
• Traits & Attitude:
• Be proactive and focused on results.
• Solve complex problems, even under pressure.
• Have a “can-do” attitude to resolve issues efficiently.
• Pursue continuous improvement in processes and systems.
• Work well with teams and communicate effectively.

Benefits

• Dynamic and innovative environment
• Collaborate with passionate individuals
• Grow and make a real impact in legal tech