**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.