Location

We are hiring for this role to be based in the United States or Canada. 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 Mondays, Wednesdays, and Fridays.

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.

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.