Customer Support Specialist

Spellbook

Customer Support Specialist providing support to legal teams using Spellbook's AI copilot. Handling inquiries and resolving issues related to contract drafting and negotiation.

Posted 4/14/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-Level💰 CA$60,000 - CA$80,000 per yearWebsite

About the role

Key responsibilities & impact

Respond to support tickets and live customer chats during business hours, addressing customer inquiries and resolving technical issues with empathy and efficiency
Book 1:1 calls for in-depth troubleshooting or refresher training, while promoting group webinars when appropriate
Use technical skills to independently resolve issues or collaborate with the Engineering team when needed
Proactively identify patterns in customer feedback to recommend improvements to our product or support processes
Occasionally run Zoom group training for customers and answer their questions in real-time
Create and update Help Centre articles to ensure our customers have access to self-service resources
Record and update how-to videos and other educational materials as the product evolves

Requirements

What you’ll need

2+ years of experience in a technical support or customer support role
Proficiency with support tools such as Intercom and Slack
Exceptional written and verbal communication skills
Strong problem-solving skills with meticulous attention to detail
Comfortable working in a fast-paced, dynamic startup environment
Ability to stay calm, patient, and empathetic when assisting customers
Experience with real-time customer interactions through email, calls, and chat

Benefits

Comp & perks

Access our company-paid group benefits for you and your family, with $1,000 towards mental health support
Disconnect during our holiday closure and take advantage of our generous time off policies throughout the year
Enjoy monthly paid meals, an annual wellness allowance to support your well-being and parental leave top-ups as your family grows
Secure your stake in our success; you’ll receive competitive stock option grants as a pivotal early employee

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportcustomer supportproblem-solvingtroubleshootingcreating Help Centre articlesrecording how-to videosupdating educational materials

Soft Skills

empathyefficiencycommunicationattention to detailpatiencecalmness