Customer Support Specialist

### **About Page Vault** At Page Vault, we're on a mission to transform how web content is used in the legal industry. Our technology captures online evidence effortlessly - and critically, makes it admissible in court. We serve law firms, litigation support teams, and in-house legal departments who rely on us when it matters most. We're a fully remote team spread across the U.S., driven by a passion for solving hard problems for clients who can't afford to get it wrong. ### The Role We're looking for a Customer Support Specialist who takes real pride in the client experience - someone who doesn't consider a ticket closed until the client actually understands what happened and feels taken care of. This isn't a role where you paste canned responses and move on. Our clients are legal professionals dealing with case-critical work. They need a support contact who listens carefully, communicates clearly, and follows through. You'll be the person they trust when something's urgent or unclear. ### What You'll Do **Be the first line of support clients count on** - Respond to client inquiries via email, chat, and phone with clarity and care - Troubleshoot and resolve issues, guiding clients through solutions step by step - Investigate and reproduce reported issues to understand root cause before escalating - Gather the right context and escalate technical or product issues with clean documentation — so engineering and product aren't starting from scratch **Own your queue like it matters** - Manage and prioritize incoming requests to meet response and resolution expectations - Handle escalated situations with professionalism and a steady hand - Cover the client emergency line **Make things better over time** - Spot patterns in recurring issues and surface insights to help improve the product and the client experience - Lead client training sessions as needed - Collaborate with product, engineering, and operations to close the loop on complex issues ### This Role Might Be For You If… - You'd rather over-communicate than leave a client wondering what's happening - You find yourself genuinely curious about why something broke, not just how to close the ticket - You can translate a confusing technical situation into a clear, calm explanation - You take follow-through seriously: when you say you'll get back to someone, you do - You're comfortable managing a busy queue without letting anything slip through the cracks - You're energized by variety - every request is a little different, and you like it that way - 1+ years of experience in customer support, client services, or technical support - Excellent written and verbal communication skills - Strong troubleshooting instincts; you dig into problems rather than deflecting them - Ability to quickly learn new software tools and workflows - Comfortable managing multiple open requests and reprioritizing on the fly - Available to work 8:00 AM – 5:00 PM PST, Monday–Friday. Note: the first two months require availability from ~9:00 AM – 6:00 PM ET for training; exact timing is confirmed during the interview process. ### Nice to Have - Experience in the legal or e-discovery industry - Familiarity with HubSpot or similar CRM/support tools - Experience in a high-touch B2B SaaS environment Benefits include but are not limited to: - Fully remote work, with 2-3 in-person team meetings per year - Flexible PTO, unlimited sick days, and paid parental leave for both parents - Medical, dental, and vision insurance - 401(k) with employer contribution - Base salary range: $45,000-$55,000, depending on experience. Compensation is base-weighted with a modest performance-based variable component.