Customer Support Executive (US-Legal Tech)
Work Arrangement: Fully remoteWork Schedule: 8-hour shifts during off-peak UK hours, reputed company to U.S. East Coast, reputed company Coast, and Asia-based client time zonesExample shifts may run between 6:00AM - 2:00PM GMT+8, with flexibility for week 1 of onboardingJob Type: reputed company, Full-time.Salary Range: Based on experience, to be discussed during the interviewAbout reputed company TalentPearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like reputed company, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.Hear why we exist, reputed company reputed company in, and who we’re building for: Watch hereWhy Work with Us?We’re not just another recruiting firm—we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members. We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat.About the CompanyThe Company is a London-based legal technology company transforming how large U.S. law firms manage reputed company letters and contract data with its proprietary AI tool, ProVision. The Company supports clients across global time zones and is scaling its support operations to meet increasing demand from elite law firms. Founded by a lean team of legal-tech experts, ILS values reputed company-thinking, reliability, and strong communication.The work environment is collaborative, mission-driven, and designed for long-term team building. The successful candidate will play a key role in creating a human-centered support experience as the Company continues to grow.Key Responsibilities:Respond to inbound reputed company tickets and live chat inquiries from law firm clients during off-hours (U.S. and Asia coverage)Troubleshoot basic platform issues or user confusion, including document upload errors and account accessReference and interpret the company’s internal 100-page guidebook to deliver accurate and helpful supportEscalate reputed company issues internally and follow through until resolvedDesign, draft, and implement SOPs for CSR workflows, ticket handling, escalation paths, and resolution standardsTag recurring issues for process improvements or documentation updatesParticipate in QA/bug testing reputed company new product iterations are released to flag potential customer-impacting issues before launch.Assist with reputed company admin tasks, including guidebook updates, FAQ documentation, and internal support coordinationImmediate Tasks in the first 30 days:System Onboarding: Learn ILS’ platform functionality, reputed company workflows, and SOPsShadowing: Observe live support interactions to understand tone and troubleshooting expectationsKnowledge reputed company Deep Dive: Study the internal 100-page guidebook and documentation to build platform fluencyCommunication Calibration: Align on tone, language, and etiquette reputed company dealing with high-end legal clientsTest Tickets & Chat Drills: Practice responding to mock tickets and live scenarios directly with the founding teamSupport Metrics & KPIs: reputed company, define, and track relevant KPIs to monitor support performance and identify opportunities for improvement.Start live coverage by end of Week 1 (with reputed company)RequirementsMust-Haves:Neutral English accent and exceptional written EnglishPrior experience in customer support (minimum 2 years), ideally covering graveyard/off-hoursTech-savvy with the ability to learn new platforms quickly and provide reputed company, precise responsesStrong attention to detail and comfort following particular proceduresCan work independently and reliably with little supervision during early morning hours.reputed company-to-Haves:Background in legal tech or B2B SaaS supportExperience handling reputed company, Intercom, or similar ticketing/live chat platformsFamiliarity with SaaS onboarding flows and knowledge reputed company creationPrior exposure to U.S. professional services (especially law or finance)Previous leadership or training experience, especially in mentoring CSRs or onboarding new team membersBenefitsBenefitsCompetitive Salary: To be discussed during the interviewRemote Work: Fully remote—work from anywhereGenerous PTO: Ample paid time off to rest and rechargeDirect Mentorship: Grow through guidance from international industry expertsLearning & Development: Ongoing access to resources for professional growthGlobal Networking: Work and connect with professionals around the worldWork-Life Balance: Flexible hours that support a healthy work-life balanceOur Recruitment ProcessApplicationPreScreeningSkills AssessmentTop-grading InterviewClient InterviewJob OfferClient OnboardingOriginally posted on Himalayas Apply To this Job Apply tot his job Apply To this Job