Customer Support Specialist

DecoverAI


Date: 4 days ago
City: Bengaluru, Karnataka
Contract type: Full time
We're looking for a proactive and empathetic Customer Support and Enablement Specialist to own the creation and delivery of our support, training, and onboarding experience. You'll play a crucial role in ensuring our clients (law firms, in-house teams, and legal professionals) adopt and succeed with DecoverAI.

Responsibilities

  • Own the customer onboarding process, from first login to successful use.
  • Develop training documentation, product guides, and video tutorials.
  • Manage a help center/knowledge base and keep it up-to-date.
  • Respond to and resolve customer queries (email/chat) efficiently.
  • Proactively identify areas of customer confusion and address them.
  • Collect and share feedback with product and engineering teams.
  • Support customer-facing webinars or training sessions when needed.

You'll Collaborate With Product, Sales, And Engineering Teams To

  • Build world-class onboarding materials.
  • Drive customer education via help docs, videos, and walkthroughs.
  • Be the voice of the user internally for feedback and improvement.

Requirements

  • 2-4 years of experience in a Customer Success or Enablement role at a B2B SaaS startup.
  • Strong writing and communication skills (English).
  • Comfortable creating help docs, guides, and product videos.
  • Detail-oriented and naturally empathetic to user needs.
  • Comfortable with tools like Notion, Loom, Intercom/Zendesk (or similar).
  • Bonus: Exposure to legal tech or legal workflows.

This job was posted by Hema Chandrashekar from DecoverAI.

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