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

Introduction to blithequark and the Industry blithequark is at the forefront of transforming how large U.S. law firms manage side letters and contract data with its proprietary AI tool. As a leader in the legal technology sector, blithequark supports clients across global time zones and is scaling its support operations to meet increasing demand from elite law firms. Founded by a lean team of legal-tech experts, blithequark values forward-thinking, reliability, and strong communication. The company's mission-driven environment is designed for long-term team building, making it an ideal place for professionals looking to grow and make a meaningful impact. Job Overview blithequark is seeking an experienced Customer Support Executive to join its team. As a Customer Support Executive, you will play a key role in creating a human-centered support experience for blithequark's clients. This is a fully remote, full-time position that offers a unique opportunity to work with a cutting-edge legal technology company and contribute to its growth and success. Work Arrangement and Schedule The successful candidate will work fully remotely and be expected to work 8-hour shifts during off-peak UK hours, aligned to U.S. East Coast, West Coast, and Asia-based client time zones. Example shifts may run between 6:00AM - 2:00PM GMT+8, with flexibility for week 1 of onboarding. Key Responsibilities As a Customer Support Executive at blithequark, 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 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 your first 30 days, you will be expected to: Complete system onboarding, learning blithequark's platform functionality, Zendesk workflows, and SOPs Shadow live support interactions to understand tone and troubleshooting expectations Study the internal guidebook and documentation to build platform fluency Align on tone, language, and etiquette when dealing with high-end legal clients Practice responding to mock tickets and live scenarios directly with the founding team Develop, define, and track relevant KPIs to monitor support performance and identify opportunities for improvement Start live coverage by the end of Week 1 (with oversight) Requirements Must-Haves: To be successful in this role, you will need: A neutral English accent and exceptional written English Prior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours To be tech-savvy with the ability to learn new platforms quickly and provide calm, precise responses Strong attention to detail and comfort following particular procedures To be able to work independently and reliably with little supervision during early morning hours Nice-to-Haves: While not essential, the following skills and experience 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 a Customer Support Executive at blithequark, you will enjoy a range of benefits, including: A competitive salary, to be discussed during the interview Fully remote work, allowing you to work from anywhere Generous PTO, providing ample paid time off to rest and recharge Direct mentorship, with guidance from international industry experts Learning and development opportunities, with ongoing access to resources for professional growth Global networking, with the chance to work and connect with professionals around the world Work-life balance, with flexible hours that support a healthy work-life balance Our Recruitment Process Our recruitment process typically involves the following steps: Application Pre-screening Skills assessment Top-grading interview Client interview Job offer Client onboarding Conclusion If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity with blithequark. As a Customer Support Executive, you will play a key role in delivering exceptional support to our clients and contributing to the growth and success of our company. With a range of benefits, including flexible working hours, competitive salary, and opportunities for professional development, this is a unique chance to join a cutting-edge legal technology company and make a meaningful impact. Apply now to take the first step in your new career with blithequark.