# Customer Support Specialist - MerusCase - Company: [Joinparadigm]() - Location: United States - Team: Customer Success & Support - Posted: February 3, 2026 ## Job description **What is the role?** We have a reputation for excellent customer service. As a MerusCase Customer Support Specialist, you will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with MerusCase. Proactive, energetic, and self-driven, you will strive to understand our customers within the legal tech industry and work to be a trusted partner so that firms love and grow with MerusCase. **In this role, you will:** * 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 **Qualifications** * 1-2 years of customer support experience * SaaS experience preferred * Strong initiative and creative problem solving * 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 **Who is the ideal candidate?** * You are a problem-solver and a go-getter who isn't afraid to dive into projects and get your hands dirty * You articulate 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 **Benefits/Perks** * Competitive salary * Paid vacation + sick and parental leave * Remote working flexibility * Company culture that encourages work / life balance * 100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants ## Apply [Apply on Joinparadigm]() Canonical job page: