Customer Support Specialist

About the role

We are looking for a proactive, high‑agency individual to be the first line of support for our patent‑attorney customers. You will work closely with attorneys, AI engineers, and the GTM team to keep the customer experience exceptionally high while shaping a brand‑new support function.

Key responsibilities

• Own the first response on every inbound support ticket across email, in‑app chat, and Slack Connect.
• Resolve the majority of tickets yourself – login issues, browser problems, account configuration, basic product questions, and walkthroughs.
• Tri­age and route complex tickets to the appropriate attorney, AI engineer, or GTM owner with full context.
• Build the support playbook: write help docs, record Loom walkthroughs, and create self‑serve answers for recurring questions.
• Feed customer insights back into the product roadmap and participate in decision‑making meetings.
• Collaborate with customer‑facing attorneys and CSMs to ensure end‑to‑end customer care.
• Define and implement what good customer support looks like at Solve.

Required profile

• Genuine interest in customer experience, demonstrated through prior support or service roles.
• Strong written communication skills; precision is essential for our legal customers.
• High agency – you spot gaps and close them without waiting for direction.
• Ability to maintain a high bar under pressure, handling tickets from senior partners.

Required skills

• Experience with support tooling such as Intercom, Zendesk, Linear, or Pylon.
• Comfort reading stack traces and interpreting browser console messages.
• Technical aptitude to quickly learn a complex SaaS AI product.

What we offer

• Competitive base salary based on skill and experience.
• Significant equity to share in Solve Intelligence’s success.
• Full visa sponsorship.
• Private medical insurance.
• Free meals.