Customer Support Specialist - MerusCase

Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate, and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms - PracticePanther, Bill4Time, MerusCase, and LollyLaw - in addition to payments and accounting solutions powered by Headnote and TrustBooks.

Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.

What is the role?

We have a reputation for excellent customer service. As a MerusCase Customer Support Specialist, you will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with MerusCase. Proactive, energetic, and self-driven, you will strive to understand our customers within the legal tech industry and work to be a trusted partner so that firms love and grow with MerusCase. 

In this role, you will:

• Support existing customers via chat, email, and phone
• Diagnose and troubleshoot client issues
• Onboard new customers with training calls and check-ins
• Continuously acquire expertise in MerusCase features
• Write and update help center materials
• Improve client retention
• Work with various stakeholders to help them understand evolving client needs
• Other duties as assigned

Qualifications

• 1-2 years of customer support experience
• SaaS experience preferred
• Strong initiative and creative problem solving
• Strong communication skills and introspection to understand customer needs
• Able to work well with a team and independently
• Excellent conflict management skills
• Experience in the legal or consulting industry advantageous

Who is the ideal candidate?

• You are a problem-solver and a go-getter who isn't afraid to dive into projects and get your hands dirty
• You articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time
• Ability to engage, influence, and inspire stakeholders to drive collaboration and alignment
• Excellent with user-experience design principles and data analytics

Benefits/Perks

• Competitive salary
• Paid vacation + sick and parental leave
• Remote working flexibility
• Company culture that encourages work / life balance
• 100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants

About Paradigm

Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate, and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms - PracticePanther, Bill4Time, MerusCase, and LollyLaw - in addition to payments and accounting solutions powered by Headnote and TrustBooks.

Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.