Senior Customer Support Specialist

Alt Legal - IP Management Software

. Act as the first point of contact for day-to-day questions via support email, live chat, and phone .

Posted 9/15/2026full-timeRemote • PhilippinesSenior💰 ₱1,560,000 - ₱1,573,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client support for SaaS solutions, with strong proficiency in Google Sheets for data management and reporting. Capable of providing training and advocacy for clients while maintaining high attention to detail and effective communication.

Highest-signal resume keywords

Client-Facing Support ExperienceProficiency in Google SheetsKnowledge of Intellectual Property SoftwareStrong Written and Verbal Communication SkillsAbility to Manage Multiple Priorities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Google SheetsVLOOKUPCOUNTIFData AuditsSaaS Solutions SupportPlatform TrainingClient AdvocacyProblem-SolvingTime ManagementAttention to Detail

Soft Skills

EmpathyOrganizational SkillsAdaptabilityCommunication SkillsIndependence

Tools & Technologies

Alt LegalWebTMSCRM Systems

Industry Keywords

Intellectual PropertyIP Docketing SoftwareClient RetentionCustomer SuccessRemote Work

About the role

Key responsibilities & impact

Act as the first point of contact for day-to-day questions via support email, live chat, and phone
Resolve customer issues directly or involve internal resources to achieve timely, satisfactory resolutions
Support recruiting, onboarding, and training of new support team members
Conduct data audits and imports using Google Sheets across Alt Legal and WebTMS client data
Build and maintain formulas such as VLOOKUPs and COUNTIFs for accuracy and reporting
Provide dedicated high-priority support for key accounts and time-sensitive requests
Escalate system-wide issues to the product team
Identify common client questions and provide feedback to Management, Customer Success, and Product teams
Provide platform training on Alt Legal and WebTMS, including needs analyses, course materials, video scripts, and webinars
Keep the company CRM updated with training and support information
Advise clients on leveraging Alt Legal and WebTMS based on use cases and attributes
Advocate for clients cross-departmentally to support retention, expansion, adoption, satisfaction, and account health
Stay current with system changes and updates, including testing platforms as needed

Requirements

What you’ll need

Applicants must have the right to work at the time of application
4+ years’ experience in a client-facing role involving support of SaaS or professional web-based solutions
Knowledge of intellectual property / IP docketing software is an advantage but training can be provided
Comfortable working independently in a remote environment
Proficiency in Google Sheets, including VLOOKUPs, COUNTIFs, and other lookup/logic functions
Ability to recognize gaps in own knowledge and seek instruction
Keen attention to detail
Strong written and verbal communication skills
Ability to manage multiple and conflicting priorities
Ability to think on your feet and switch gears easily
Proven ability to juggle multiple projects while maintaining attention to detail
Superb personal organizational skills
Ability to empathize with and advocate for customers
Ability to quickly learn new concepts and teach others
Strong interest in technology
Excellent problem-solving skills
CV in PDF and cover letter required for application

Benefits

Comp & perks

Flexible vacation
Remote work options
Opportunity to determine your own growth path
Collaborative and challenging work environment
Opportunity to learn and develop new skills
Reasonable adjustments during the recruitment process