Customer Support Specialist

Customer Support Specialist (European Market)

Location: Remote (Aligned with European Working Hours)

Employment Type: Full-Time

Industry: Legal Tech / B2B SaaS

About Lawcloud

Lawcloud is an established, Belgium-based legal tech company transforming how legal professionals work. For over eight years, we have provided an all-in-one, cloud-based workspace tailored specifically for lawyers and law firms. Our SaaS solutions empower legal teams to streamline daily operations, work more flexibly, and scale their practices through a modern, future-focused approach.

The Role

We are looking for a proactive, tech-savvy Customer Support Specialist to be the frontline voice of Lawcloud for our European clients. In this full-time remote role, you will bridge the gap between our legal tech platform and the professionals who rely on it daily. You won't just be answering tickets, you will be diagnosing technical workflows, guiding lawyers through platform features, and ensuring our users get maximum value from our software.

What You Will Do

• Deliver Tier-1 & Tier-2 Support: Act as the primary point of contact for European clients via email, live chat, and video calls, resolving inquiries promptly and professionally.
• Troubleshoot & Analyze: Investigate technical issues, replicate bugs, and use analytical problem-solving to provide clear workarounds or escalate complex tickets to our engineering team.
• Onboard & Educate: Guide legal professionals through platform features, workspace customization, and best practices to drive product adoption and long-term retention.
• Advocate for the Customer: Track recurring user pain points, document feature requests, and share actionable feedback with our Product and Development teams.
• Maintain Knowledge Base: Create and update help-center articles, FAQs, and user guides to empower clients with self-service resources.

What We Are Looking For

• Experience: Minimum of 2+ years in a Customer Support, Technical Support, or Client Success role ideally within an international B2B SaaS or IT services environment.
• Exceptional Communication: C1/C2 (fluent/native-level) written and spoken English. You can explain complex technical concepts clearly and concisely to non-technical professionals. (Bonus: Proficiency in Dutch, French, or German is a strong plus).
• Analytical Mindset: Strong diagnostic skills with the ability to look beyond the surface of a customer's question to solve the root cause of their problem.
• High Empathy & Professionalism: Demonstrated ability to manage high-expectation clients (such as partners and legal staff) with patience, tact, and poise.
• Education: Bachelor's or Master's degree in Business, Communications, IT, or a related field.
• Availability: Immediate joiners or candidates with a short notice period are strongly preferred.

Why Join Lawcloud

• 100% Remote Flexibility: Work from anywhere while collaborating with a supportive, international team.
• Top-Tier Compensation: Highly competitive salary package—compensation will not be a constraint for the right candidate.
• High-Impact Environment: Join a mature, stable 8-year-old SaaS Europe based company where your ideas and customer insights directly shape product evolution.

How to Apply

Please submit your application directly via LinkedIn.