Customer Support Specialist (European Market)
Location: Remote (Aligned with European Working Hours)
Employment Type: Full-Time
Industry: Legal Tech / B2B SaaS

About Lawcloud
Lawcloud is an established, Belgium-based legal tech company transforming how legal professionals work. For over eight years, we have provided an all-in-one, cloud-based workspace tailored specifically for lawyers and law firms. Our SaaS solutions empower legal teams to streamline daily operations, work more flexibly, and scale their practices through a modern, future-focused approach.

The Role
We are looking for a proactive, tech-savvy Customer Support Specialist to be the frontline voice of Lawcloud for our European clients. In this full-time remote role, you will bridge the gap between our legal tech platform and the professionals who rely on it daily. You won't just be answering tickets, you will be diagnosing technical workflows, guiding lawyers through platform features, and ensuring our users get maximum value from our software.

What You Will Do
• Deliver Tier-1 & Tier-2 Support:



Act as the primary point of contact for European clients via email, live chat, and video calls, resolving inquiries promptly and professionally.
• Troubleshoot & Analyze: Investigate technical issues, replicate bugs, and use analytical problem-solving to provide explicit workarounds or escalate complex tickets to our engineering team.
• Onboard & Educate: Guide legal professionals through platform features, workspace customization, and best practices to drive product adoption and long-term retention.
• Advocate for the Customer: Track recurring user pain points, document feature requests, and share actionable feedback with our Product and Development teams.
• Maintain Knowledge Base: Create and update help-center articles, FAQs, and user guides to empower clients with self-service resources.

What We Are Looking For
• Experience: Minimum of 2+ years in a Customer Support, Technical Support, or Client Success rol

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