Customer Care Representative - Level 2

Vision:
As a leading software-as-a-service (SaaS) provider, Dili Trust is a global company dedicated to offering an integrated suite of legal and governance products. Our vision is to digitize legal departments worldwide. With an annual growth rate of over 40% since 2020, our ambition is to become the world's leading Legal Tech company, aiming for a valuation exceeding $1 billion by 2026.

From generating General Meeting reports to leveraging AI-assisted contract lifecycle management, our teams in our 8 offices across France, the US, Mexico, MEA, Germany, Spain, Italy, and Canada are the driving force behind our global success. We proudly support 3,000 customers in more than 50 countries, with 80% of our clientele comprising listed companies in major markets such as Europe, North America, and the Middle East.

Dili Trust has been leading Legal Tech innovations, being the first Legal Tech with AI features since 2022. The company is renowned for providing a positive and entrepreneurial work environment. We are honored to have received the "Happy at Work" and "Tech at Work" labels every year since 2019.

The role focuses on moderately complex customer support, assigned support ticket management, operational health checks, scheduled customer calls, and coordination with internal teams when additional expertise is needed. The core purpose of the Customer Care Representative, Level 2 is to help Dili Trust customers resolve product and workflow issues and receive clear, timely support when a request requires deeper investigation or coordination.

• Manage assigned customer-specific support tickets from Dili Trust customers, including corporate legal departments and other customer stakeholders.
• Prioritize assigned support tickets, communicate updates, and move tickets toward resolution or the appropriate escalation.
• Review customer impact, urgency, available information, and investigation history to determine the appropriate next step.
• Troubleshoot moderately complex issues involving product workflows, configurations, permissions, data, and common integrations.
• Provide clear explanations, workarounds, and next steps to customers and internal teammates.
• Participate in scheduled customer calls when live troubleshooting, follow-up, explanation, or escalation support is helpful.
• Complete assigned customer checklists and operational health checks for key processes and integrations, and identify issues, gaps, delays, or recurring patterns that may require follow-up.
• Maintain complete and accurate ticket records and communicate agreed next steps to customers and internal partners.
• Monitor assigned support tickets for customer impact, response risk, or resolution risk, and communicate concerns early.
• Recognize when a support ticket requires Customer Care leadership, Project Management, Account Management, Product, Engineering, or another internal partner, and elevate with appropriate context.
• Work collaboratively across the Customer Success team to coordinate customer support and follow-up.
• Provide peer guidance and knowledge sharing to Level 1 representatives.
• Contribute to troubleshooting guides, knowledge-base content, and team training materials based on customer needs.
• Participate in team meetings, training, ticket reviews, incident reviews, and continuous-improvement activities.

• Experience with legal technology or legal billing software is a plus.
• Ability to collaborate across teams and provide guidance to Level 1 representatives.
• Customer-focused mindset with the ability to explain technical or system-related information clearly.
• Strong attention to detail and follow-through in case documentation.
• Ability to assess customer impact, prioritize work, and determine appropriate next steps.
• Proficiency with Microsoft Office and support ticketing systems.
• Strong written and verbal communication skills, including comfort participating in scheduled customer calls.
• Experience troubleshooting moderately complex issues involving configurations, permissions, data, integrations, or workflow behavior.
• Experience supporting business applications, customer workflows, or enterprise SaaS products.
• At least three years of experience in SaaS support, application support, technical support, client services, or a similar customer-facing environment. Equivalent experience may be considered.

• Recruitment screening
• Interview with the Customer Care…