Senior Customer Support Specialist

About the role

Alt Legal is seeking a Senior Customer Support Specialist to join its remote UK team. You will be the first point of contact for users of the Alt Legal and WebTMS platforms, helping them resolve issues and maximise the value of the software.

Key responsibilities

• Respond to customer inquiries via live chat, email and phone, troubleshooting and resolving issues promptly.
• Conduct data audits and imports using Google Sheets, maintaining formulas such as VLOOKUP and COUNTIF.
• Provide platform training and webinars for new and existing users, creating course materials and video scripts.
• Collaborate with the VP of Customer Support to recruit, onboard and train new team members.
• Escalate system‑wide problems to the product team and supply feedback on client needs.

Required profile

• 4+ years of experience in a client‑facing SaaS support role.
• Ability to work independently in a fully remote environment and manage multiple priorities.
• Strong written and verbal communication skills and attention to detail.
• Right to work in the United Kingdom.

Required skills

• Advanced Google Sheets proficiency, including VLOOKUP and COUNTIF formulas.
• Experience supporting SaaS or web‑based platforms.
• Familiarity with intellectual property docketing software (advantage).

What we offer

• Collaborative, inclusive remote work environment.
• Flexible vacation policy and remote‑work flexibility.
• Opportunities for personal growth and career development.
• Equal‑opportunity employer committed to diversity.