# Customer Support Specialist

**Company:** [Page Vault](http://jobs.workable.com/companies/7Dd7tEGpmAuyAoKabTc9oF.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Customer Success

[Apply for this job](http://jobs.workable.com/view/61a931ac-e016-42d3-9480-d424161b4a9b)

## Description

### **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

## Requirements

-   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

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.