Customer Support Specialist

Job Description

👉 See our much better-looking job description of this role on our careers page: tinyurl.com/CSSupportSpec

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⚙️ The key bits
- Whereabouts / Visas: We can currently only accept applications from candidates that are located and have long-term working rights in the UK, Portugal, the Netherlands, Spain or Latvia. Due to the nature of this role, we prioritise applicants based in the UK.- Flexibility: We have office hubs in the UK, Latvia and (coming in 2023) Portugal. We operate a @Choice-first work model that gives you the choice to work remote- or hybrid-first from Day One even if you’re near a hub.- Salary: We benchmarked ca. £32,000-£40,000 + equity at IC2 level in our @Career framework for someone based in the UK. We apply local benchmarks depending on which country you are based in, so the range may differ. If our range doesn’t match your expectations, let us know and we’re open to discussing.- Interviews: 3 stages totalling around 2.5 hours over 2 weeks, incl. a home task.- Start date: As soon as you can start.- Reporting to: Sharen Gill, Head of Implementation.- More info: The FAQ below, our @Careers at Juro and @Juro handbook pages, or ask talent@juro.com anything.


🤝 Help us help the world agree more
Juro has big ambitions: de-throne MS Word and DocuSign as the default way to agree contracts online. And we'll need a lot of help doing it.
Legal tech on the rise: companies in this space already attracted more than $1 billion in funding this year as the slow-moving industry digitises. With 3x annual revenue growth, we're in a great position to pilot this change.
⚔️ The challenge:
Our Customer Support Specialist Jimmy has been successfully serving our portfolio of high-growth companies (like Deliveroo, Cazoo and Trustpilot) and solving their needs everyday since Oct 2021.As we continue to scale, with now over 400 customers, we look for a second specialist to help us build out scaleable support processes and continue to enable our customers to the highest standard.
👉 Where you come in:
You will be an integral part of our support team and help us execute on delivering support metrics as well as enabling customers for success. You’ll use your expertise to own Juro’s guidance database/help centre, creating articles and supporting our product releases as the Juro product evolves.


🌠 Your mission
To make customers successful by:- Providing excellent, timely support on their Juro queries.- Being a trusted advisor and source of guidance on Juro through solving their problems with contract management.- Identifying opportunities to improve Juro products and services, including documentation and resources for self-serve learning.


🏆 Success for you means:
Own Support metrics (80%)- Deliver a median time to first response of <2 minutes- Maintain 80%+ excellent rating from customers on support receivedBuild processes (10%)- Own creating and updating Help Centre articles - including new feature releases and changes- Building and optimising support processes and playbooksDeliver ad hoc training (10%)- Ad-hoc requests for training refreshers where we further enable customers on Juro


📬 This might be for you if...
- You have ca. 12-18* months in a dedicated support role.- You've worked to targets, e.g. response times / customer satisfaction scores.- You have worked at a high-growth, venture-backed B2B SaaS company.
Bonus points if:- You have contributed to writing help/guidance articles.- You're familiar with Intercom.
☝️ Research shows that while men apply to jobs if they meet ~60% of criteria, women and those in traditionally underrepresented groups tend to apply only if they check all boxes. So if you think you have what it takes but don't meet every single point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.


🎉Ready to apply?
If yes, hit 'Apply for this job'.
Still not sure if this is for you? Have a look at our public handbook ( https://tinyurl.com/2xnvxnpp ) and our careers page ( https://tinyurl.com/2ff8cxuf ) to find answers on topics such as career progression, inclusion, the interview process, benefits and more.