Teams at Actionstep

Provide first-line and second-line customer support for a SaaS legal practice management and accounting platform. Manage ticket queues, live chats, emails, calls, and screen-sharing sessions; investigate root causes, resolve issues, escalate appropriately, and maintain customer updates. Meet service-level and satisfaction targets while collaborating with support, customer, development, and third-party teams in a distributed environment.

Provides first-line and second-line customer support for a legal practice management and accounting SaaS platform. Manages ticket queues, live chats, emails, phone calls, and screen-sharing sessions; investigates root causes, resolves issues, escalates appropriately, documents product knowledge, and keeps customers informed. The role prioritizes service-level agreements, customer satisfaction, response times, resolution rates, and collaboration across geographically distributed support, customer, and development teams.

Manage UK SaaS implementation partners by maintaining relationships, monitoring certification compliance, delivery performance, CSAT/NPS, health scores, risks, and revenue opportunities. Support partner onboarding and mutual success planning, coordinate with enablement, project operations, customer success, sales, and services teams, and improve training and certification programs. Identify advocacy opportunities, escalate systemic issues, and report partner performance to leadership.