LegalMatch.com is looking for a Technical Support Specialist to join our Customer Experience team. In this role, you will play a critical part in ensuring our users receive timely, empathetic, and effective support, directly contributing to customer satisfaction and retention.

What You'll Do

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 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.

What We're Looking For

Proven experience in customer support, with email and 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.
A proactive and results-focused approach.
Ability to solve complex problems, even under pressure.
A “can-do” attitude to resolve issues efficiently.
A drive for continuous improvement in processes and systems.
Ability to work well with teams and communicate effectively.

Team & Environment

You will be part of the Customer Experience team at LegalMatch, a dynamic and innovative company in legal tech. You will collaborate with passionate individuals and have the opportunity to make a real impact.