Customer Support Specialist

**About Page Vault** At Page Vault, we're on a mission to transform how web content is used in the legal industry. Our technology captures online evidence effortlessly \- and critically, makes it admissible in court. We serve law firms, litigation support teams, and in\-house legal departments who rely on us when it matters most. We're a fully remote team spread across the U.S., driven by a passion for solving hard problems for clients who can't afford to get it wrong. The Role We're looking for a Customer Support Specialist who takes real pride in the client experience \- someone who doesn't consider a ticket closed until the client actually understands what happened and feels taken care of. This isn't a role where you paste canned responses and move on. Our clients are legal professionals dealing with case\-critical work. They need a support contact who listens carefully, communicates clearly, and follows through. You'll be the person they trust when something's urgent or unclear. What You'll Do**Be the first line of support clients count on** * Respond to client inquiries via email, chat, and phone with clarity and care * Troubleshoot and resolve issues, guiding clients through solutions step by step * Investigate and reproduce reported issues to understand root cause before escalating * Gather the right context and escalate technical or product issues with clean documentation — so engineering and product aren't starting from scratch **Own your queue like it matters** * Manage and prioritize incoming requests to meet response and resolution expectations * Handle escalated situations with professionalism and a steady hand * Cover the client emergency line **Make things better over time** * Spot patterns in recurring issues and surface insights to help improve the product and the client experience * Lead client training sessions as needed * Collaborate with product, engineering, and operations to close the loop on complex issues This Role Might Be For You If…* You'd rather over\-communicate than leave a client wondering what's happening * You find yourself genuinely curious about why something broke, not just how to close the ticket * You can translate a confusing technical situation into a clear, calm explanation * You take follow\-through seriously: when you say you'll get back to someone, you do * You're comfortable managing a busy queue without letting anything slip through the cracks * You're energized by variety \- every request is a little different, and you like it that way **Requirements** * 1\+ years of experience in customer support, client services, or technical support * Excellent written and verbal communication skills * Strong troubleshooting instincts; you dig into problems rather than deflecting them * Ability to quickly learn new software tools and workflows * Comfortable managing multiple open requests and reprioritizing on the fly * Available to work 8:00 AM – 5:00 PM PST, Monday–Friday. Note: the first t