Remote Legal Tech Support Specialist

15 hours ago


Batangas, Calabarzon, Philippines beBeeSupport Full time ₱200,000 - ₱300,000
Customer Support Role

Work as a fully remote customer support specialist, providing top-notch support to law firm clients during off-hours. Collaborate with a lean team of legal-tech experts to create a human-centered support experience.

Key Responsibilities:
  • Respond to inbound tickets and live chat inquiries from clients.
  • Troubleshoot basic issues or user confusion, including document upload errors and account access.
  • Reference and interpret internal guides to deliver accurate and helpful support.
  • Escalate complex issues internally and follow through until resolved.
  • Design, draft, and implement SOPs for CSR workflows, ticket handling, escalation paths, and resolution standards.
  • Tag recurring issues for process improvements or documentation updates.
  • Participate in QA/bug testing when new product iterations are released to flag potential customer-impacting issues before launch.
  • Assist with ad-hoc tasks, including guidebook updates, FAQ documentation, and internal support coordination.
Immediate Tasks in the first 30 days:
  • System Onboarding: Learn platform functionality, workflows, and SOPs.
  • Shadowing: Observe live support interactions to understand tone and troubleshooting expectations.
  • Knowledge Base Deep Dive: Study internal guides and documentation to build platform fluency.
  • Communication Calibration: Align on tone, language, and etiquette when dealing with high-end clients.
  • Test Tickets & Chat Drills: Practice responding to mock tickets and live scenarios directly with the founding team.
  • Support Metrics & KPIs: Develop, define, and track relevant KPIs to monitor support performance and identify opportunities for improvement.
  • Start live coverage by end of Week 1 (with oversight).

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