Senior Customer Support Specialist

Alt Legal - IP Management Software

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

Posted 9/17/2026full-timeRemote • United KingdomSenior💰 £40,000 - £44,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support for SaaS solutions, with strong proficiency in Google Sheets for data management and a keen ability to train and advocate for clients. Capable of managing multiple priorities while maintaining attention to detail and fostering cross-departmental collaboration.

Highest-signal resume keywords

Customer Support ExperienceProficiency in Google SheetsTraining and Onboarding SkillsStrong Communication SkillsClient Advocacy

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data AuditsSaaS SupportVLOOKUPCOUNTIFPlatform TrainingCourse Material DesignWebinar PresentationProblem-SolvingAttention to DetailProject Management

Soft Skills

EmpathyOrganizational SkillsAbility to Work IndependentlyAdaptabilityTime Management

Tools & Technologies

Google SheetsCRM SoftwareWebTMSAlt Legal

Industry Keywords

Intellectual PropertyIP Docketing SoftwareClient RetentionProduct AdoptionCustomer Success

About the role

Key responsibilities & impact

Act as the first point of contact for day-to-day customer questions via support email, live chat, and phone
Resolve customer issues directly or engage internal resources for timely resolution
Support recruiting, onboarding, and training new support team members
Conduct data audits and imports across Alt Legal and WebTMS client data using Google Sheets
Provide high-priority support for key accounts and time-sensitive requests
Escalate system-wide issues to the product team
Identify common customer questions and provide feedback to Management, Customer Success, and Product teams
Provide platform training to stakeholders and end-users
Conduct training needs analyses and design or update course materials
Produce training video scripts and present webinars
Maintain the company CRM with training and support information
Advise clients on leveraging Alt Legal and WebTMS in coordination with Customer Success Managers
Advocate for clients and work cross-departmentally to support retention, expansion, product adoption, satisfaction, and account health
Stay current with system changes and updates, including platform testing
Work 40 hours per week, Monday to Friday, during daytime hours; initial onboarding availability from 12:00pm–7:00pm BST

Requirements

What you’ll need

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; training can be provided
Applicants must be located in the United Kingdom
Applicants must have the right to work in the UK at the time of application
Visa sponsorship is not available
Comfortable working independently in a remote environment
Proficiency in Google Sheets, including VLOOKUPs, COUNTIFs, and other lookup/logic functions
Keen attention to detail
Strong written and verbal communication skills
Ability to manage multiple and conflicting priorities
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

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 available during the recruitment process