Customer Care/ Product Support

Customer Care- Product Support Join a high-growth Legal Tech company dedicated to digitizing legal departments around the world. With a client base of over 2,000+ organizations across 64 countries, including publicly listed companies in major markets, our client is rapidly scaling toward a $1 billion+ valuation by 2026. As part of a collaborative and international team, you'll have the opportunity to make a meaningful impact while developing deep product knowledge and delivering exceptional client support. They're looking for a dynamic and customer-focused professional to join our Customer Care & Product Support team. In this role, you’ll serve as a key point of contact for clients, helping them navigate our platform and ensuring their experience is seamless and efficient. You'll play a pivotal role in driving client satisfaction and operational excellence. Key Responsibilities

• Respond to functional and technical inquiries from customers with clarity and accuracy.
• Analyze and qualify inbound support requests to provide timely, high-quality solutions.
• Manage internal communications and ensure seamless coordination with cross-functional teams.
• Ensure ticket resolution standards are met through regular follow-ups and quality assurance.
• Use internal systems effectively to track, document, and escalate support tickets.
• Support internal teams with product-related queries and technical challenges.
• Build deep expertise in our software suite, business use cases, and security protocols.
• Engage in the escalation process where necessary, ensuring issues are resolved efficiently.
• Work Environment: Hybrid schedule with three days per week in-office at our Downtown Montreal office.

What We Offer

• Be part of a mission-driven company with a global footprint and high growth trajectory.
• Comprehensive benefits package including health coverage, 401K matching, and profit-sharing.
• Additional perks such as luncheon vouchers, weekly sports activities, and crèche allowance.

What You Bring

• 2-5 years of experience in customer support, ideally in a software or SaaS environment.
• Fluency in both English and French (written and verbal) is essential.
• Exceptional communication and interpersonal skills- comfortable engaging with clients over the phone
• Strong organizational abilities and a detail-oriented approach to problem-solving.
• A natural customer advocate who is curious, resourceful, and adaptable to new tools and technologies.

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