Job Description

At LegitScript, we are passionate about making the internet and payment ecosystems safer and more transparent.  We help companies of all sizes keep their services legal and safe for consumers. To do this, LegitScript combines big data with the world’s leading team of experts skilled in highly regulated and complex sectors, including transaction laundering detection, pharmaceuticals, online gambling, and more.

The result? Unmatched accuracy and deep risk analysis that identifies which commercial entities play by the rules, and which do not. Our diverse industry partnerships provide unique insights that keep businesses and governments at the forefront of emerging trends. That’s why LegitScript is trusted by the world’s largest search engines, internet platforms, payment companies, and regulatory agencies.

The Customer Success Specialist is a crucial role in ensuring LegitScript’s prospects and customers have an exceptional experience with our products and services. This role represents LegitScript with professionalism and knowledge, while shepherding clients throughout their customer journey. This person reports to the Manager of Customer Care and works closely with the Analyst Operations, Go to Market, and Product teams.

What you’ll do:

• Engage in behaviors aligned with LegitScript’s core values: Be Awesome, Be Open, Be Thoughtful, Be Invested

• Respond to inquiries from prospects and customers, collaborating across teams to address complex scope, status, billing/pricing, and technical customer questions/issues
• Explain LegitScript’s processes end-to-end to set client expectations
• In partnership with Customer Care teammates, create, update, and utilize Common Response documents, SOPs, and other internal or customer facing resources
• Act as subject matter expert for assigned programs, while collaborating with teammates to provide cross training and assistance as needed

• Utilize internal and commercial tools (Workbench and SalesForce, etc) to manage and update client accounts and communications
• Provide timely responses in writing or via telephone
• Consult with internal Legal and Policy experts for irregular issues or escalations
• Monitor billing and payment status, escalating internally when appropriate
• Reengage non-responsive prospects and customers
• Perform administrative and/or research tasks when requested

What you’ll bring:

• At least two years of experience in front-line customer service or technical support role
• Excellent communicator: You love working with people and take pride in delivering a great customer experience across all communication channels
• Collaborative personality: Can work with a team (and across teams) to address complex issues; can provide and accept feedback in stride
• Curiosity: You’re hungry for knowledge and always game to learn a new technical skill
• Creativity: Will search for options when the answer is not obvious
• Proficiency at handling interactions with tact and diplomacy
• Experience interacting with clients in a customer support role
• Highly organized and efficient
• Adept at basic internet research and data entry

Bonus Skills and Experience:

• Knowledgeable about, or experience in, a regulated industry (supplements, hemp/CBD, drug and alcohol addiction treatment, online pharmacies, etc.)
• Experience with customer ticketing or case management software
• Fluency in a second language (Japanese) is preferred but not required

In addition to competitive salaries, full-time employees enjoy a great benefits package:

• Multiple Medical plans (one with $0 employee premium option), Dental & Vision plans
• 401k with company match and immediate vesting
• Generous paid time off package and 11 paid holidays
• Volunteer time off
• And much more!

If you got to this point, we hope you’re feeling excited about the job description you just read. Even if you don’t feel that you meet every single requirement, we still encourage you to apply. We’re eager to meet people that believe in LegitScript’s mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.

As a federal contractor, all LegitScript Employees must comply with the Federal vaccine mandate 

Candidates must be authorized to work in the US. LegitScript does not offer visa sponsorship at this time.  LegitScript is an Equal Opportunity Employer that abides by federal and state laws that prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation or national origin; or their status as protected veterans or individuals with disabilities.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time.

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