Product Support Representative

LinkSquares is the leading contract lifecycle management company in the legal industry, named a Strong Performer in The Forrester Wave™: Contract Lifecycle Management (CLM). 

Businesses run on contracts—they drive revenue, manage obligations, enable financing, and support reporting activities. Our AI-powered CLM SaaS product suite delivers end-to-end solutions trusted by some of the world’s most respected organizations, including DraftKings, Wayfair, TIME, and the Boston Celtics. We are proud to support our customers in achieving their goals, and remain dedicated to delivering value and innovation to meet their needs.

We ranked #174 on Deloitte’s Fastest-Growing Companies in North America, named “Contract Management Solution Provider Of The Year” by LegalTech Breakthrough Awards, and were proudly featured at #707 on the 2024 Inc. 5000 list of America's fastest-growing private companies.

At LinkSquares, our AI-powered, end-to-end contract management and analytics platform takes the manual, time-consuming, tedious tasks out of the contracting process. With LinkSquares, legal, finance, HR, and procurement teams save time, cut costs, and improve business outcomes. We are a 200+ person company headquartered in downtown Boston.

About the Role

LinkSquares is looking for a Product Support Representative to join our Customer Support Team. This is a mid-level Individual Contributor role for an experienced Customer Support professional looking to continue to grow their career. Your primary focus will be answering cases from our customers via email and chat, as well as troubleshooting bugs that are identified by customers and internal teams.

Our Customer Support team is best-in-class. We’re looking for someone who is curious and technical with a growth mindset. We can teach you how to be a great Customer Support Rep, you need to be ready to learn and grow!

Responsibilities:

• Work independently with customers across the LinkSquares customer base as a primary technical resource on issues reported with our product portfolio
• Investigate, troubleshoot, identify, and test issues unique to each customer’s environment over email, chat, and scheduled calls
• Exercise judgment in recommending solutions, workflows, and workarounds for customers by understanding their specific use cases within the technical constraints of the LinkSquares platform
• Develop and maintain an extensive and deep understanding of internal tools, systems, and product integrations to effectively troubleshoot and resolve intricate customer problems
• Maintain a highly organized and efficient queue in the help desk, ensuring prompt response and resolution of customer inquiries.
• Serve as a Subject Matter Expert (SME) on the product, both internally and externally, including its features, integrations, and technical aspects.
• Act as a primary technical escalation point for the broader support team, providing guidance and expertise on challenging cases.
• Proactively identify areas of friction within the customer experience and communicate these insights to leadership to drive improvements.
• Collaborate closely with Customer Support Engineering and Engineering teams to identify, reproduce, and manage customer-reported bugs, following them through to resolution.
• Contribute actively to team projects, leveraging your expertise to advance team, department, and company objectives.
• Participate in cross-departmental projects and initiatives, fostering collaboration and effective communication across teams.
• Study and learn the craft of Customer Support within a B2B SaaS company by working with other members of the Customer Support Team and under the supervision of the Customer Support Leadership Team

About You:

• You have 1+ years of customer-facing experience working in a B2B or B2C software environment
• You have excellent written communication skills with an ability to explain complex concepts to non-technical audiences
• You have some experience in troubleshooting technical issues
• You are comfortable speaking both to technical and non-technical stakeholders
• You enjoy helping people, even when it’s something small
• You’re curious and tech-savvy with a willingness to learn and become proficient in the LinkSquares application and internal tools used for troubleshooting
• You have strong problem-solving skills, able to troubleshoot and identify bugs reported by customers and internal teams
• You’re detail-oriented with the ability to organize and prioritize tasks, ensuring an orderly queue in our help desk
• You are a team player with the ability to collaborate and contribute to team projects when needed
• The company values resonate with you (https://linksquares.com/careers/)

About LinkSquares

Founded in 2015 with headquarters in Boston, we offer a comprehensive and competitive benefits package that includes medical, dental and vision plans for employees and their families, health and wellness programs, a 401(k) plan, unlimited vacation, paid parental leave and more. Learn more here: https://linksquares.com/careers/ 

For legal teams needing to move their business forward faster, LinkSquares provides a contracting platform for writing better contracts, analyzing what’s in existing contracts, and working better with their team. It differs from other tools on the market with its powerful AI insights, speed to providing tangible results, and ability to help the entire company collaborate better. LinkSquares saves companies hundreds of hours and thousands of dollars by eliminating manual contract processes and reducing the need for outside counsel. For more information, visit https://linksquares.com/.

LinkSquares is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics.