Customer Support Specialist

Resonance CX Partners' mission is to help experienced professionals find opportunities that truly align with their values. We are not a staffing firm or agency. Resonance CX does not hire for these positions—we identify and validate them from customer-focused organizations directly.

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 two months require availability from ~9:00 AM - 6:00 PM ET for training; exact timing is confirmed during the interview process.
  
  

Nice to Have

• Experience in the legal or e-discovery industry
• Familiarity with HubSpot or similar CRM/support tools
• Experience in a high-touch B2B SaaS environment
  
  

Benefits

Benefits include but are not limited to:

• Fully remote work, with 2-3 in-person team meetings per year
• Flexible PTO, unlimited sick days, and paid parental leave for both parents
• Medical, dental, and vision insurance
• 401(k) with employer contribution
• Base salary range: $45,000-$55,000, depending on experience. Compensation is base-weighted with a modest performance-based variable component.
  
  

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