Customer Support Specialist - MerusCase
At Paradigm · United States; Remote, Remote
- Customer support
Where you can work from
Open to the United States
“United States”
From the location.
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- Posted
- 3 February 2026
- First seen by us
- 12 October 2026
- Last checked
- 17 hours ago
Job description
From Paradigm’s job post, as they wrote it.
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.
Read the full description
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
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