Customer Support Specialist - MerusCase at Paradigm

United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, SaaSIndustries

Requirements

1-2 years of customer support experience
SaaS experience preferred
Strong initiative and creative problem-solving skills
Strong communication skills and introspection to understand customer needs
Able to work well with a team and independently
Excellent conflict management skills
Experience in the legal or consulting industry advantageous
A problem-solver and a go-getter who isn't afraid to dive into projects and get your hands dirty
Someone who articulates clearly, both written and orally, to build consensus, communicate ideas and deliver on-time
Ability to engage, influence, and inspire stakeholders to drive collaboration and alignment
Excellent with user-experience design principles and data analytics

Responsibilities

Support existing customers via chat, email, and phone
Diagnose and troubleshoot client issues
Onboard new customers with training calls and check-ins
Continuously acquire expertise in MerusCase features
Write and update help center materials
Improve client retention
Work with various stakeholders to help them understand evolving client needs
Other duties as assigned

Skills

Key technologies and capabilities for this role

Customer SupportTroubleshootingClient OnboardingTraining CallsHelp Center WritingSaaSProblem SolvingCommunication SkillsConflict Management

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a fully remote position.

What benefits are offered for this role?

Benefits include competitive salary, paid vacation + sick and parental leave, remote working flexibility, company culture that encourages work/life balance, and 100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants.

What skills and experience are required for this Customer Support Specialist role?

Requirements include 1-2 years of customer support experience, strong initiative and creative problem-solving skills, strong communication skills, ability to work well in a team and independently, and excellent conflict management skills. SaaS experience and legal/consulting industry experience are preferred.

What is the company culture like at Paradigm?

Paradigm has a fast-paced, ambitious environment unified by a common vision, with a company culture that encourages work/life balance.

What makes an ideal candidate for this position?

The ideal candidate is a problem-solver and go-getter who dives into projects, articulates clearly in writing and orally, engages and influences stakeholders, and excels with user-experience design principles and data analytics.

Paradigm

Research-driven crypto investment and support

About Paradigm

Paradigm focuses on investing in early-stage companies and protocols within the cryptocurrency and blockchain sectors. The firm provides financial support and strategic guidance to help these projects grow, often investing when they are still just ideas. Paradigm's team consists of experienced individuals from the crypto space, which allows them to offer valuable insights to their clients. Unlike many other investment firms, Paradigm emphasizes open-source software development and community contributions, aiming to push the boundaries of what is possible in the crypto ecosystem. Their goal is to generate returns through equity investments while fostering innovation and supporting the growth of both startups and established companies in the crypto industry.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$6,329.5MTotal Funding

UNKNOWNCompany Stage

Venture Capital, Crypto & Web3Industries

51-200Employees

Risks

Regulatory scrutiny on crypto investments could impact Paradigm's operations and strategy.

Controversy from past investment in FTX may affect Paradigm's reputation and opportunities.

Intensifying competition in crypto venture capital could dilute Paradigm's market influence.

Differentiation

Paradigm is a research-driven crypto investment firm founded by Matt Huang and Fred Ehrsam.

The firm builds open-source software to advance the frontier of crypto technology.

Paradigm invests in early-stage crypto projects, often when they are just ideas.

Upsides

Paradigm raised $850M to invest in early-stage crypto projects, boosting financial backing.

The Ithaca project, backed by $20M, focuses on revolutionizing layer 2 networks.

Georgios Konstantopoulos's promotion to General Partner enhances leadership with technical expertise.

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