Customer Support Specialist

About the role

Were looking for a Customer Support Associate whos proactive resourceful and enjoys solving problems. Youll be the first point of contact for our customers helping them get the most from Definelys products and ensuring a smooth positive experience at every step.

Working closely with our Product and Customer Success teams youll diagnose and resolve issues document insights and make sure the right people are looped in to keep things moving. This role is ideal for someone whos technically confident communicates clearly and genuinely enjoys helping customers succeed.

What youll do:

• Serve as the primary point of contact for customer enquiries managing issues from first report to resolution and follow-up.

• Diagnose and troubleshoot technical problems collaborating with Product and Engineering to find and communicate effective solutions.

• Develop deep product knowledge; understanding not just what features do but why they matter to our users.

• Keep accurate records of customer interactions issues and resolutions using Intercom.

• Escalate complex or unresolved issues to relevant internal teams ensuring clear communication and timely follow-up.

• Contribute to our knowledge base by writing and updating FAQs guides and help articles.

• Gather and share customer feedback with Product and Development to help inform future improvements.

• Work closely with teams across the business to deliver a consistent joined-up customer experience.

What youll bring:

• 35 years experience in customer support technical support or help desk roles ideally in a B2B SaaS environment.

• Strong technical aptitude and ability to quickly learn new software tools and systems.

• Excellent written and verbal communication skills; able to explain complex issues in clear simple language.

• Analytical and methodical with strong problem-solving skills and attention to detail.

• Highly organised able to manage multiple priorities in a fast-paced environment.

• Customer-focused and empathetic with a calm approach under pressure.

• Familiarity with legal technology or law firm operations would be an advantage.

• A degree in a relevant field (e.g. Business IT Communications) or equivalent practical experience.

What we can offer you:

• Competitive salary & annual bonus

• Equity in Definely

• Quarterly team socials & annual company offsite

• 1 month work from anywhere

• 25 days holiday bank holidays

• 750 annual learning & development budget

• Private healthcare (incl. dental & optical)

• Enhanced parental leave

• Additional perks: Cycle to Work Workplace Nursery salary sacrifice scheme and top-quality equipment

About Definely

Definely is revolutionising how legal professionals access and understand information in complex documents. Our LegalTech solutions integrate directly into legal workflows enabling teams to draft review and interpret contracts more efficiently without breaking focus.

Were proud to be recognised among the Top 25 in Deloittes UK Technology Fast 50 and backed by Revaia Microsoft Google and Octopus Ventures. Trusted by top firms like A&O Shearman Dentons Deloitte and Barclays were building tools that empower legal teams to work smarter and reduce risk.

At Definely youll be part of a mission-driven collaborative and ambitious team committed to innovation and growth.

Data Privacy Notice

By submitting your application you agree that DEFEYENE LEGAL SOLUTIONS LIMITED (Definely) may collect process and store your personal data as part of our recruitment process. We will use the information you provide to assess your qualifications for the role you are applying for and to communicate with you regarding your personal data will be stored for up to 12 months after which it will be securely deleted unless we have another lawful basis to retain it. You have the right to access correct or request the deletion of your data at any more details on how we handle your personal data and your rights please send us an email to and we will send your our privacy policy.

If you have any concerns about how your data is being processed please do not hesitate to contact us.

Required Experience:

IC