Customer Support Specialist
Job Location:
San Mateo, CA - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
More than 1800 companies use GC AI to drive their business forward including 150 public companies 25 unicorns and brands such as News Corp Miro Bass Pro Shops Snyk Skims Liquid Death Vercel Zscaler and TIME.
Weve 10xd revenue in 12 months raised a $60 million Series B ($555 million valuation) and are growing faster than ever. We are backed by incredible investors including Scale Venture Partners Northzone Sound Ventures and Guillermo Rauch CEO of Vercel.
If you thrive when the stakes are high and the path isnt paved youll love it here. Our six guiding principles are: 1% better every day customer obsession ship today find a way care deeply and own it completely. Come shape the future of legal work with us.
GC AI is looking for a Support Specialist to join our Customer Experience team. Youll be the front line for our customers owning inbound support requests and ensuring every interaction builds trust and confidence in the platform. Reporting to the Customer Operations Director youll work across the team to resolve issues quickly write product-specific help content and conduct live demos and troubleshooting sessions all while helping scale our support operations as we grow.
Own inbound customer support requests via Intercom and Front resolving issues with speed and precision.
Troubleshoot product questions and technical issues escalating to Engineering or Product when needed.
Write and maintain help content (articles guides FAQs) that answers customer questions about specific product features.
Conduct live demos and troubleshooting sessions with customers to walk them through features or resolve issues in real time.
Partner with Customer Success Managers to flag at-risk accounts and surface recurring customer pain points.
Document solutions and build out our internal and external knowledge base to reduce repeat inquiries.
13 years of experience in customer support customer success or client services at a SaaS or technology company.
Strong written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users.
Experience using support tools such as Intercom Front Zendesk or similar platforms.
Comfort conducting live customer-facing calls demos and troubleshooting sessions.
You treat every problem as something you can solve. You follow through on every detail communicate proactively and dont wait to be asked to fix whats broken.
Youre endlessly curious about how things work always looking for ways to sharpen your skills and improve how the team operates.
Flexibility to work occasional weekends.
Experience supporting legal teams or working with legal technology products.
Familiarity with AI-powered products and the ability to speak to how they work at a high level.
Experience writing help center content or customer-facing documentation.
Experience at a high-growth startup.
This role is based in one of our hub cities. For most of our team being in a hub is how the distributed model works: its where we concentrate in-person collaboration community and the investment we make in people over time. We strongly prefer candidates already in a GC AI hub metro and expect regular in-person time coworking team meals and quarterly offsites plus up to 10% travel.
If youre not in a hub today well consider candidates open to relocating to one.
Were building something new in a once-in-a-generation shift in technology and the legal industry so we move at a relentless pace. We expect urgency ownership and good judgment even when things arent perfectly clear. If you need structure and consensus to do your best work this isnt the right place for you. If you thrive in ambiguity and growth work with intensity and want real responsibility keep reading. Were excited to meet you.
GC AI is a distributed company with team members across North America and soon Europe. We believe that because our business is AI human connection matters more not less. We invest in bringing people together through our hub model: regular coworking sessions customer dinners team and company offsites. If youre in a location without an office expect up to 10% travel (and more for customer-facing roles).
Team members in the San Francisco Bay Area and Provo UT (within 50 miles of the office) work together on Tuesdays Wednesdays and Thursdays. As we grow we plan to establish permanent offices in more hub cities and we will look to our team members to help build that in-person culture. We currently hire across the United States and Canada.
GC AI is an equal opportunity employer that supports workplace diversity and does not discriminate on the basis of race color religion gender identity/expression national origin age military service eligibility veteran status sexual orientation marital status physical or mental disability or any other protected class. GC AI is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. #LI-GCAI
To protect yourself against phishing and recruitment fraud please note that GC AI only accepts job applications through our official careers page at and through sponsored jobs on LinkedIn. All legitimate communication from our team regarding job opportunities will come from a GC AI team member with a @ or @ email address.
GC AI will never:
Refer you to external websites to apply
Conduct interviews over email chat platforms or messaging apps
Ask you to provide payment or purchase equipment
Request personal or financial information such as your mailing address social security number credit card numbers or banking information during the application process
Examples of fraudulent email addresses:
Any email address ending in @ @ or other free email services
If you are contacted by someone claiming to be from GC AI via an unofficial channel or from a suspicious email address please do not share any information. Mark the communication as phishing or spam and do not respond.
Required Experience:
IC
