Customer Support Specialist

About GC AI

GC AI is a rapidly scaling legal AI platform built for in-house legal teams. The company is expanding quickly and serves more than 1,700 businesses, including 150+ public companies, 25+ unicorns, and well-known brands such as News Corp, Miro, Bass Pro Shops, Snyk, Skims, Liquid Death, Vercel, Zscaler, and TIME. In the last 12 months, revenue has grown 10x, and the business has raised a $60 million Series B at a $555 million valuation. It is supported by investors including Scale Venture Partners, Northzone, Sound Ventures, and Guillermo Rauch, CEO of Vercel.

The team operates with strong momentum, high ownership, and a bias toward action. Its core values are: improve by 1% every day, put customers first, ship now, find a way, care deeply, and take full ownership.

Role Overview

GC AI is hiring a Support Specialist to join the Customer Experience function. In this role, you will be the first point of contact for customers, managing incoming support requests and helping every interaction strengthen trust in the product. You will report to the Customer Operations Director and collaborate with other teams to resolve issues quickly, create product help resources, handle live demos, and support the growth of the support operation.

Key Responsibilities

• Manage incoming support conversations through Intercom and Front, with a focus on fast, accurate resolution.
• Investigate product and technical issues, and route more complex matters to Engineering or Product when necessary.
• Develop and update support materials such as articles, step-by-step guides, and FAQs for feature-specific questions.
• Run live customer demos and troubleshooting calls to explain features or solve issues in real time.
• Work alongside Customer Success Managers to identify accounts that may be at risk and to surface recurring customer concerns.
• Capture solutions and expand both internal and customer-facing knowledge resources to reduce repeated questions.

Required Experience and Skills

The role calls for 1 to 3 years of experience in customer support, customer success, or client services within a SaaS or technology environment. You should be able to communicate clearly in writing and speech, especially when translating technical ideas for non-technical users. Prior use of support platforms such as Intercom, Front, Zendesk, or similar tools is expected. Comfort with live customer calls, demos, and troubleshooting sessions is also important.

GC AI is looking for someone who approaches every issue as solvable, follows through carefully, communicates proactively, and takes initiative without waiting to be told. Curiosity, a desire to keep learning, and an interest in improving team processes are also central to the role. Weekend coverage may be needed from time to time.

Nice-to-Have Experience

• Background supporting legal teams or working with legal technology products.
• Familiarity with AI-enabled products and the ability to explain their function at a high level.
• Experience creating help center content or customer-facing documentation.
• Previous work in a fast-growing startup environment.

Work Style and Pace

The company operates in a fast-moving, high-ownership environment and expects strong urgency, sound judgment, and accountability even when situations are unclear. This role is best suited to someone who is comfortable working through ambiguity, moving with intensity, and taking on meaningful responsibility.

Location Policy

This position is remote by default. If you live within about 50 miles of the San Mateo, California or Provo, Utah office, the role shifts to a hybrid setup with on-site work on Tuesdays, Wednesdays, and Thursdays.

Equal Opportunity and Accommodation

GC AI is committed to equal employment opportunity and welcomes applicants from diverse backgrounds. The company does not discriminate based on race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected category. Reasonable accommodation is available for applicants with physical or mental disabilities.

Application Safety Notice

To avoid scams, applicants should know that legitimate hiring communication comes only from GC AI team members using @gc.ai or @getgc.ai email addresses. The company does not direct candidates to third-party websites to apply, does not interview by email/chat/messaging apps, does not ask for payment or equipment purchases, and does not request sensitive personal or financial details such as mailing address, social security number, credit card information, or bank information during the hiring process.

Examples of suspicious email addresses mentioned by the company include info.gcai.careers.com@gmail.com and info.gc.aicareers.online.com@gmail.com, along with any address using free email services such as Gmail or Yahoo. If you receive a suspicious message, do not respond and mark it as phishing or spam.

Compensation

The posted compensation range is $64K to $86K.