# Customer Support Specialist - MerusCase at Paradigm

Customer Support Specialist - MerusCase at Paradigm in United States. Remote. Posted February 3, 2026.

- Company: Paradigm
- Location: United States
- Workplace: Remote
- Experience: 1+ year
- Posted: 2026-02-03
- Apply: https://job-boards.greenhouse.io/joinparadigm/jobs/4657134005
- Source: https://jobmagic.ai/jobs/customer-support-specialist-meruscase-paradigm-z8t30r

## Requirements

- 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

## 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