Customer Support Specialist

About the Role

GC AI is looking for a Support Specialist to join our Customer Experience team. You will be the front line for our customers, owning inbound support requests and ensuring every interaction builds trust and confidence in the platform.

• 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.

• 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.
• A proactive, problem‑solving attitude and attention to detail.
• Endlessly curious and always looking for ways to sharpen skills and improve team operations.
• Flexibility to work occasional weekends.

• 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.

This is a remote role unless you live within approximately 50 miles of our San Mateo, CA or Provo, UT office. In that case the position follows a hybrid schedule with in‑office days on Tuesdays, Wednesdays, and Thursdays.

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.

$64K - $86K