Customer Support Specialist

GC AI is the fastest-growing and most trusted legal AI platform for in-house legal teams. We're building the future of legal work, and we're doing it fast. You'll join at a pivotal moment—when decisions matter, impact is immediate, and the runway to shape your career is wide open. We’re a high-performing team where you'll have real ownership and influence from day one. More than 1,700 companies use GC AI to drive their business forward, including 150+ public companies, 25+ unicorns, and brands such as News Corp, Miro, Bass Pro Shops, Snyk, Skims, Liquid Death, Vercel, Zscaler, and TIME. We've 10x'd revenue in 12 months, raised a $60 million Series B ($555 million valuation) , and are growing faster than ever. We are backed by incredible investors, including Scale Venture Partners, Northzone, Sound Ventures, and Guillermo Rauch, CEO of Vercel. If you thrive when the stakes are high and the path isn't paved, you'll love it here. Our six guiding principles are: 1% better every day, customer obsession, ship today, find a way, care deeply, and own it completely. Come shape the future of legal work with us. About the Role GC AI is looking for a Support Specialist to join our Customer Experience team. You'll be the front line for our customers, owning inbound support requests and ensuring every interaction builds trust and confidence in the platform. Reporting to the Customer Operations Director, you'll work across the team to resolve issues quickly, write product-specific help content, and conduct live demos and troubleshooting sessions, all while helping scale our support operations as we grow. What You'll Do Own inbound customer support requests via Intercom and Front, resolving issues with speed and precision. Troubleshoot product questions and technical issues, escalating to Engineering or Product when needed. Write and maintain help content (articles, guides, FAQs) that answers customer questions about specific product features. Conduct live demos and troubleshooting sessions with customers to walk them through features or resolve issues in real time. Partner with Customer Success Managers to flag at-risk accounts and surface recurring customer pain points. Document solutions and build out our internal and external knowledge base to reduce repeat inquiries. Required Experience 1–3 years of experience in customer support, customer success, or client services at a SaaS or technology company. Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users. Experience using support tools such as Intercom, Front, Zendesk, or similar platforms. Comfort conducting live customer-facing calls, demos, and troubleshooting sessions. You treat every problem as something you can solve. You follow through on every detail, communicate proactively, and don't wait to be asked to fix what's broken. You're endlessly curious about how things work, always looking for ways to sharpen your skills and improve how the team operates. Flexibility to work occasional weekends. Nice to Have Experience supporting legal teams or working with legal technology products. Familiarity with AI-powered products and the ability to speak to how they work at a high level. Experience writing help center content or customer-facing documentation. Experience at a high-growth startup. A Note On Pace We’re building something new in a once-in-a-generation shift in technology and the legal industry, so we move at a relentless pace. We expect urgency, ownership, and good judgment even when things aren’t perfectly clear. If you need structure and consensus to do your best work, this isn’t the right place for you. If you thrive in ambiguity and growth, work with intensity, and want real responsibility, keep reading. We’re excited to meet you. Location Policy This is a remote role unless you fall within the following parameters. If you live within approximately 50 miles of our San Mateo, CA or Provo, UT office, the position follows a hybrid schedule with in-office days on Tuesdays, Wednesdays, and Thursdays. Equal Opportunity Employment GC AI is an equal opportunity employer that supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class. GC AI is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. #LI-GCAI Fraud Notice to GC AI Applicants To protect yourself against phishing and recruitment fraud, please note that GC AI only accepts job applications through our official careers page at https://gc.ai/careers and through sponsored jobs on LinkedIn. All legitimate communication from our team regarding job opportunities will come from a GC AI team member with a @ gc.ai or @ getgc.ai email address. GC AI will never: Refer you to external websites to apply Conduct interviews over email, chat platforms, or messaging apps Ask you to provide payment or purchase equipment Request personal or financial information such as your mailing address, social security number, credit card numbers, or banking information during the application process Examples of fraudulent email addresses: [email protected] [email protected] Any email address ending in @ gmail.com , @ yahoo.com , or other free email services If you are contacted by someone claiming to be from GC AI via an unofficial channel or from a suspicious email address, please do not share any information. Mark the communication as "phishing" or "spam" and do not respond.