Experienced Customer Support Executive for US-Legal Tech – Remote Work Opportunity with blithequark

Are you a highly skilled and motivated customer support professional looking for a new challenge in the US-Legal Tech industry? Do you have a passion for delivering exceptional support experiences and a strong desire to work with a forward-thinking company that values its team members? If so, we encourage you to apply for this exciting opportunity to join blithequark as an Experienced Customer Support Executive. About blithequark blithequark is a London-based legal technology company transforming how large U.S. law firms manage side letters and contract data with its proprietary AI tool, ProVision. Our mission is to provide a human-centered support experience that sets us apart from the competition. We're a lean team of legal-tech experts who value forward-thinking, reliability, and strong communication. Our work environment is collaborative, mission-driven, and designed for long-term team building. Why Work with Us? We're not just another recruiting firm – we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members. We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They're looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Key Responsibilities: As an Experienced Customer Support Executive, you will be responsible for delivering exceptional support experiences to our clients across global time zones. Your key responsibilities will include: * Responding to inbound Zendesk tickets and live chat inquiries from law firm clients during off-hours (U.S. and Asia coverage) * Troubleshooting basic platform issues or user confusion, including document upload errors and account access * Referencing and interpreting the company's internal 100-page guidebook to deliver accurate and helpful support * Escalating complex issues internally and following through until resolved * Designing, drafting, and implementing SOPs for CSR workflows, ticket handling, escalation paths, and resolution standards * Tagging recurring issues for process improvements or documentation updates * Participating in QA/bug testing when new product iterations are released to flag potential customer-impacting issues before launch * Assisting with ad-hoc admin tasks, including guidebook updates, FAQ documentation, and internal support coordination Immediate Tasks in the first 30 days: In the first 30 days, you will be expected to: * System Onboarding: Learn ILS' platform functionality, Zendesk workflows, and SOPs * Shadowing: Observe live support interactions to understand tone and troubleshooting expectations * Knowledge Base Deep Dive: Study the internal 100-page guidebook and documentation to build platform fluency * Communication Calibration: Align on tone, language, and etiquette when dealing with high-end legal clients * Test Tickets & Chat Drills: Practice responding to mock tickets and live scenarios directly with the founding team * Support Metrics & KPIs: Develop, define, and track relevant KPIs to monitor support performance and identify opportunities for improvement * Start live coverage by end of Week 1 (with oversight) Requirements: To be successful in this role, you will need to have: * Neutral English accent and exceptional written English * Prior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours * Tech-savvy with the ability to learn new platforms quickly and provide calm, precise responses * Strong attention to detail and comfort following particular procedures * Ability to work independently and reliably with little supervision during early morning hours Nice-to-Haves: While not essential, the following skills and experiences would be beneficial: * Background in legal tech or B2B SaaS support * Experience handling Zendesk, Intercom, or similar ticketing/live chat platforms * Familiarity with SaaS onboarding flows and knowledge base creation * Prior exposure to U.S. professional services (especially law or finance) * Previous leadership or training experience, especially in mentoring CSRs or onboarding new team members Benefits: As an Experienced Customer Support Executive at blithequark, you can expect: * Competitive Salary: To be discussed during the interview * Remote Work: Fully remote – work from anywhere * Generous PTO: Ample paid time off to rest and recharge * Direct Mentorship: Grow through guidance from international industry experts * Learning & Development: Ongoing access to resources for professional growth * Global Networking: Work and connect with professionals around the world * Work-Life Balance: Flexible hours that support a healthy work-life balance Our Recruitment Process: Our recruitment process typically involves the following stages: 1. Application 2. PreScreening 3. Skills Assessment 4. Top-grading Interview 5. Client Interview 6. Job Offer 7. Client Onboarding If you're a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join blithequark as an Experienced Customer Support Executive.