Customer Support Specialist (UK)

Spellbook is the leading AI suite for commercial lawyers, trusted by more than 3,000+ law firms and in-house teams worldwide. Our mission is to make legal services more accessible by empowering legal professionals with AI tools that enable them to work faster, smarter, and more efficiently. We’ve grown more than 25x since our launch in 2022 with customers like Nestle, Fender, Crocs, Securitas and more – join us on our journey building magical tools that lawyers love.

ABOUT THE ROLE

We’re looking for a Customer Support Specialist to provide outstanding support to our valued customers, ensuring their questions are answered, issues are resolved promptly, and they have a smooth experience with our product. This role is ideal for someone with strong communication skills, a problem-solving mindset, and a desire to help lawyers leverage technology to improve their workflows.

RESPONSIBILITIES:

• Respond to support tickets and live customer chats during business hours (Monday to Friday, 9 am to 5 pm GMT or otherwise specified), addressing customer inquiries and resolving technical issues with empathy and efficiency.

• Book 1:1 calls for in-depth troubleshooting or refresher training while promoting group webinars when appropriate.

• Use your technical skills to independently resolve issues or collaborate with the Engineering team when needed.

• Proactively identify patterns in customer feedback to recommend improvements to our product or support processes.

• Run Zoom group training sessions for customers and answer their questions in real time.

• Create and update Help Centre articles to ensure our customers have access to self-service resources.

• Record and update how-to videos and other educational materials as the product evolves.

• Strive to meet departmental OKRs and goals such as (but not limited to) target Gross Revenue Retention, CSAT score, time to first response, and time to resolution metrics.

• Support with other responsibilities and projects as required.

QUALIFICATIONS

• 2+ years of experience in a technical support or customer support role.

• Proficiency with support tools such as Intercom and Slack.

• Exceptional written and verbal communication skills.

• Strong problem-solving skills with meticulous attention to detail.

• Ability to stay calm, patient, and empathetic when assisting customers.

• Experience with real-time customer interactions through email, calls, and chat.

• Comfortable working in a fast-paced, dynamic startup environment.

• A proactive approach to improving customer support processes.

NICE TO HAVES

• Experience in the legal or legal tech industry.

• Familiarity with AI or SaaS products.

• Previous experience creating customer-facing documentation or video tutorials.

• Background in conducting webinars or training sessions

WHY JOIN SPELLBOOK?

• Embrace autonomy and accountability in a flexible, remote work environment; we focus on outcomes and empower you to determine how to get the job done

• Access our company-paid group benefits for you and your family, with $1,000 towards mental health support

• Disconnect during our holiday closure and take advantage of our generous time off policies throughout the year

• Enjoy monthly paid meals, an annual wellness allowance to support your well-being and parental leave top-ups as your family grows

• Secure your stake in our success; you’ll receive competitive stock option grants as a pivotal early employee

We are committed to creating an inclusive and supportive candidate experience. Should you require any accommodation whatsoever during the interview process, please inform us without any hesitation.

Spellbook is dedicated to ensuring equal treatment and opportunity in all phases of recruitment, selection, and employment, in compliance with employment law. We do not discriminate based on gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other protected category. Spellbook is proud to be an equal opportunity employer, fostering a culture of inclusivity and maintaining a work environment that is free from discrimination, harassment, and retaliation.