Customer Support Specialist

Customer Support Specialist

Location: Remote

Reports to: Team Leader Customer Support, US

Hours: Monday: Friday, 1:00 PM – 9:00 PM Eastern Time

Why vLex

If you’re passionate about innovation, technology, and the legal world, this is your opportunity to be part of something meaningful. At vLex, we are transforming legal research globally—combining deep legal expertise with advanced AI to build tools that empower professionals to make smarter, faster decisions.

vLex is a global provider of legal intelligence and research solutions, offering access to one of the world's largest collections of legal information, including case law, legislation, regulations, and secondary sources. Leveraging cutting-edge artificial intelligence (AI) and data analytics, vLex empowers law firms, corporations, academic institutions, and government agencies with smarter, faster, and more comprehensive legal research tools.

By joining our team, you’ll contribute to shaping the future of legal intelligence while working in a diverse, collaborative, and forward-thinking environment. Let’s redefine what’s possible in legal tech—together.

Position Overview

We are seeking a Customer Support Representative who thrives in a dynamic environment and is passionate about delivering expert, high-level, hands-on support. This role is perfect for someone who is a fast learner, who is high-energy, and a natural problem solver. You will need to have a proactive mindset and be adaptable, especially to new procedures, products, and systems as our team evolves. You will work directly with customers to resolve issues, provide guidance, and ensure a seamless experience with vLex’s products and services. You will also be responsible for selected assigned projects to support business operations and enhance the customer experience.

Key Responsibilities

• Deliver exceptional customer support via phone, email, and chat, ensuring fast and effective solutions.
• Troubleshoot customer issues with accuracy and efficiency, escalating complex cases as needed.
• Quickly learn and retain new information, adapting to evolving products, services, and internal processes.
• Take ownership of customer concerns, working proactively to find resolutions and prevent future issues.
• Manage and complete select assigned projects, ensuring deadlines and quality standards are met.
• Maintain detailed and accurate customer interaction records in the CRM system.
• Collaborate with internal teams to improve customer experience and streamline processes.
• Stay up to date on product enhancements, offerings, and company policies.
• Uphold vLex’s standards for professionalism, responsiveness, and customer satisfaction.

Qualifications & Skills:

• 2+ years of experience in customer service, technical support, or a related field.
• Experience working with legal technology or research solutions preferred.
• Strong problem-solving skills with the ability to think quickly and adapt to new information.
• A proactive and solution-oriented mindset.
• High energy and a passion for helping customers.
• Excellent communication skills (verbal and written) with a customer-first approach.
• Ability to work independently and manage multiple tasks effectively.
• Detail-oriented with strong organizational skills.
• Tech-savvy with troubleshooting experience.
• Fast learner with the ability to absorb and apply new information quickly.
• Experience with CRM software and customer support tools is a plus.

What We Offer

At vLex, we believe people do their best work when they’re healthy, supported, and empowered—both in and out of the workplace. We offer a competitive and thoughtful total rewards package designed to support your wellbeing, growth, and flexibility across every stage of your career.

Comprehensive Benefits

• 100% Medical Premium Coverage for employees and 20% coverage for dependents through CareFirst
• Health Savings Account (HSA) option to support tax-advantaged medical savings
• Dental Plan (with orthodontia) and Vision Plan offered through Guardian
• Employer-paid Basic Term Life and AD&D Insurance
• Short-Term Disability (employer-paid) and Long-Term Disability (employee-paid)
• Critical Illness Coverage (voluntary), offering added protection during serious health events
• Pet Insurance because furry family members matter too
• Spring Health for mental wellness and counseling services
• Global Emergency Assistance program for international travel and critical support when it matters most
• 401(k) Retirement Plan with a Safe Harbor non-elective 3% employer contribution for all eligible employees—no match required
• Access to financial planning tools and resources through our benefits platform

Flexibility & Time Off

• Remote-first culture with the option to work from any of our well-located offices across the globe
• Generous PTO policy
• Supportive of flexible hours and work-life integration, especially across time zones

Professional & Legal Resources

• Access to R-Legal, our internal platform for legal and professional development content
• Opportunities to work cross-functionally and globally, helping you grow in an international legal tech environment
• A culture of continuous learning, with opportunities to attend industry events, workshops, and internal knowledge-sharing sessions

An important note

vLex is proud to be an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment where all employees can thrive. If you require any accommodations during the application or interview process, please contact us directly.