Job Description
Client Support Specialist
REMOTE
United States
Client Success
Description
About the team:
Our LEAP Online Payments team is currently growing fast in North America (50%+ month-on-month growth) and has plans to expand its footprint around the world.
You should think of out team as a start up we are still learning each day trial and error is all part of improving. The ideal candidate for this role is someone who enjoys improving processes and use of tooling such as Hubspot. We like to set targets and measure our performance against KPIs as it helps us focus on what is important.
About the role:
At its core, the Client & Partner Support role is focused on client and partner success from initial onboarding through to ongoing support to ensure clients are set up for long-term success. The role will be mostly phone / zoom based and you will work with a large array of law firm clients across North America.
Daily, you will be responsible for the onboarding of new law firm clients who have signed up for the product, including following them up if information is missing, and provide initial training on how to use the product. You will also be responsible for level 1 support which will involve answering surface level questions across phone, email and chat, and escalate any level 2 support queries through to the escalations team.
You will also work closely with our legal tech partners to help train their teams on the product, and assist them with any integration issues that may arise as part of our integration with their software.
Key responsibilities:
- Sales support client onboarding, assumed sales, working with our clients and partners to collect onboarding information efficiently and with minimum effort, scalable processes
- Client support level 1 support, escalations to our Australian based tech team
- Client success client training, reporting, developing assets to help utilization and improve customer experience
The role is 100% remote but you will be expected to be available EST hours with some overlap with Australian time zones (within reason). You may also need to meet our North American partners’ in their offices from time to time to help build relationships and improve processes
Requirements
- 3+ years in a client facing support role
- Strone phone, and customer service skills
- Ability to multitask and work in a fast paced, rapidly changing environment
- Strong written and verbal communication skills
- Strong problem solving skills
- Experience with automation tooling such as Hubspot and Salesforce