Customer Support Specialist

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The company is the fastest-growing and most trusted legal AI platform for in-house legal teams. The organization is building the future of legal work, and it's doing so at a rapid pace. This role offers an opportunity to join at a pivotal moment—when decisions matter, impact is immediate, and the runway to shape one's career is wide open. The team is a high-performing group where individuals will have real ownership and influence from day one.

More than 1,500 companies use the platform to drive their business forward, including 150+ public companies, 25+ unicorns, and well-known brands.

The company has achieved significant growth, including a substantial increase in revenue over the past year and a recent funding round. The organization is backed by notable investors.

For individuals who thrive when the stakes are high and the path isn't always clear, this environment will be appealing. The organization's six guiding principles are: 1% better every day, customer obsession, ship today, find a way, care deeply, and own it completely. Come shape the future of legal work.

Location

This role is open to candidates based in the United States or Canada. This is a remote position, with the exception of individuals residing within approximately 50 miles of the San Mateo, CA or Provo, UT office. For those within this radius, the position follows a hybrid schedule with in-office days on Tuesdays, Wednesdays, and Thursdays.

About the Role

The organization is looking for a Support Specialist to join the Customer Experience team. This role will be the front line for customers, owning inbound support requests and ensuring every interaction builds trust and confidence in the platform. Reporting to the Customer Operations Director, the Support Specialist will work across the team to resolve issues quickly, write product-specific help content, and conduct live demos and troubleshooting sessions, all while helping to scale support operations as the company grows.

Key Responsibilities

• Own inbound customer support requests via Intercom and Front, resolving issues with speed and precision.
• Troubleshoot product questions and technical issues, escalating to Engineering or Product when needed.
• Write and maintain help content (articles, guides, FAQs) that answers customer questions about specific product features.
• Conduct live demos and troubleshooting sessions with customers to walk them through features or resolve issues in real time.
• Partner with Customer Success Managers to flag at-risk accounts and surface recurring customer pain points.
• Document solutions and build out the internal and external knowledge base to reduce repeat inquiries.

Required Experience

• 1–3 years of experience in customer support, customer success, or client services at a SaaS or technology company.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience using support tools such as Intercom, Front, Zendesk, or similar platforms.
• Comfort conducting live customer-facing calls, demos, and troubleshooting sessions.
• A problem-solving mindset, with a commitment to following through on details, proactive communication, and addressing issues without being asked.
• An inquisitive nature, with a continuous drive to sharpen skills and improve team operations.

Preferred Qualifications

• Experience supporting legal teams or working with legal technology products.
• Familiarity with AI-powered products and the ability to speak to how they work at a high level.
• Experience writing help center content or customer-facing documentation.
• Experience at a high-growth startup.

A Note On Pace

The organization is building something new in a significant technological and industry shift, operating at a relentless pace. Urgency, ownership, and good judgment are expected, even when clarity is limited. This role is not suited for those who require extensive structure and consensus. For individuals who thrive in ambiguity and growth, work with intensity, and desire real responsibility, this is an exciting opportunity.

Compensation

The compensation package includes a competitive base salary benchmarked against real-time market data, as well as equity for all full-time roles. Exceptional benefits are also offered, along with commission plans for applicable roles. The US-based compensation range for this role is $64,000 – $86,000. Actual pay is determined by skills, qualifications, experience, location, market demand, and other factors.

These compensation bands are a starting point. After an individual joins and demonstrates exceptional performance, compensation is adjusted to align with their impact.

Equal Opportunity Employment

The hiring company is an equal opportunity employer that supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class. The organization is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.