Customer Support Specialist (UK)

Spellbook is the most comprehensive AI copilot for transactional lawyers. It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. Today, more than 4,000 law firms, in-house teams, and solo practitioners rely on Spellbook to simplify their workflows and eliminate the drudgery of everyday contract work.

We are backed by leading investors including Khosla Ventures, Thomson Reuters Ventures, Inovia Capital, The LegalTech Fund, Bling Capital, and Moxxie Ventures. The company recently raised $50 million in Series B funding, led by Keith Rabois at Khosla Ventures, bringing its total funding to more than $80 million.

*This is an existing vacancy

ABOUT THE ROLE

We’re looking for a Customer Support Specialist to provide outstanding support to our valued customers, ensuring their questions are answered, issues are resolved promptly, and they have a smooth experience with our product. This role is ideal for someone with strong communication skills, a problem-solving mindset, and a desire to help lawyers leverage technology to improve their workflows.

RESPONSIBILITIES:

• Respond to support tickets and live customer chats during business hours (Monday to Friday, 9 am to 5 pm GMT or otherwise specified), addressing customer inquiries and resolving technical issues with empathy and efficiency.

• Book 1:1 calls for in-depth troubleshooting or refresher training while promoting group webinars when appropriate.

• Use your technical skills to independently resolve issues or collaborate with the Engineering team when needed.

• Proactively identify patterns in customer feedback to recommend improvements to our product or support processes.

• Run Zoom group training sessions for customers and answer their questions in real time.

• Create and update Help Centre articles to ensure our customers have access to self-service resources.

• Record and update how-to videos and other educational materials as the product evolves.

• Strive to meet departmental OKRs and goals such as (but not limited to) target Gross Revenue Retention, CSAT score, time to first response, and time to resolution metrics.

• Support with other responsibilities and projects as required.

QUALIFICATIONS

• 2+ years of experience in a technical support or customer support role.

• Proficiency with support tools such as Intercom and Slack.

• Exceptional written and verbal communication skills.

• Strong problem-solving skills with meticulous attention to detail.

• Ability to stay calm, patient, and empathetic when assisting customers.

• Experience with real-time customer interactions through email, calls, and chat.

• Comfortable working in a fast-paced, dynamic startup environment.

• A proactive approach to improving customer support processes.

NICE TO HAVES

• Experience in the legal or legal tech industry.

• Familiarity with AI or SaaS products.

• Previous experience creating customer-facing documentation or video tutorials.

• Background in conducting webinars or training sessions

• Embrace autonomy and accountability in a flexible work environment; we focus on outcomes and empower you to determine how to get the job done

• Access our company-paid group benefits for you and your family, with $1,000 towards mental health support

• Disconnect during our holiday closure and take advantage of our generous time off policies throughout the year

• Enjoy monthly paid meals, an annual wellness allowance to support your well-being and parental leave top-ups as your family grows

• Secure your stake in our success; you’ll receive competitive stock option grants as a pivotal early employee

We are committed to creating an inclusive and supportive candidate experience. Should you require any accommodation whatsoever during the interview process, please inform us without any hesitation. Spellbook is dedicated to ensuring equal treatment and opportunity in all phases of recruitment, selection, and employment, in compliance with employment law. We do not discriminate based on gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other protected category. Spellbook is proud to be an equal opportunity employer, fostering a culture of inclusivity and maintaining a work environment that is free from discrimination, harassment, and retaliation.

Spellbook uses artificial intelligence responsibly to support administrative and efficiency-focused aspects of our recruitment process. This includes activities such as drafting job descriptions, generating interview questions, note-taking, and supporting sourcing and scheduling workflows. All candidate evaluations, interviews, and hiring decisions are made by members of the Spellbook team. While AI tools may assist with screening and assessment, they do not replace human judgment in selection decisions. Our use of AI is intended to streamline routine tasks, improve consistency, and enhance the overall candidate experience. We are committed to upholding principles of fairness, transparency, and accountability in all hiring activities. Spellbook regularly reviews its recruitment practices to mitigate bias and to ensure alignment with applicable laws and evolving best practices.

Spellbook uses industry benchmark data to establish compensation bands for all roles. The salary range listed for a position reflects the expected total wage range for the role—including base salary and on-target commissions, where applicable—and may span multiple career levels. Final compensation is determined during the interview process based on factors such as experience, skills, scope, and role level. In addition to base salary and applicable commissions, total rewards may include equity, health and wellness benefits, and other company programs. Full details will be shared during the interview process.