Senior Client Support Specialist

Location: Menlo Park, CA (Hybrid)

Department: Client Support

Reports To: Senior Manager, Client Success

About Glade AI

At Glade AI, we believe legal professionals deserve technology that makes their work easier, not harder. Our AI-driven platform simplifies bankruptcy workflows, reduces manual effort, and removes confusion, so firms can focus on delivering greater impact to the clients who count on them.

The Opportunity

If you love solving problems, thrive in fast-paced environments, and get energy from helping others succeed, this is the role for you. As a Senior Client Support Specialist, you’ll be more than just a troubleshooter—you’ll be a guide, a mentor, and a builder. You’ll respond directly to client questions through email and chat, collaborate with our Client Success team and our Client Support team to build and refine workflows, and lead by example within our support team.

You’ll also be joining our established overseas support team while helping us build out and invest in a new Bay Area–based support team. This is a unique opportunity to play a critical role in strengthening our support function and driving the continued growth of our business.

This is a chance to combine your technical know-how, client-first mindset, and leadership skills to help shape the future of how firms use AI to transform their work.

AI-Driven Innovation & Smart Scaling

Our Senior Client Support Specialists don’t just provide support. They leverage AI to work smarter, not harder. In this role, you’ll be expected to:

• Harness AI for Efficiency: Use AI to reduce manual tasks, surface insights, and streamline workflows—freeing up time for more strategic work.

• Innovate Internally: Partner with Product, Engineering, and CX to identify new opportunities where AI can optimize internal processes, scale and set new industry benchmarks.

• Empower Teams with AI Knowledge: Train and mentor client team members on AI-driven best practices so they can confidently adopt, adapt, and amplify the impact across their organization.

By blending technology with human insight, you’ll champion a smarter, more scalable way of working for both Glade and our clients.

What You’ll Do

Client Experience & Communication

• Be the trusted go-to expert for clients, handling inquiries and escalations with confidence, clarity, and empathy.

• Provide timely, thoughtful support via email and chat, turning client questions into opportunities to showcase the value of Glade AI.

• Troubleshoot complex issues, digging into details to uncover root causes and delivering solutions that build confidence and trust.

• Anticipate client needs by spotting recurring themes in support requests and proactively addressing them before they become roadblocks.

• Share tips, insights, and resources that help clients discover new ways to get value from the platform.

Workflow Building & Optimization

• Work side-by-side with the Client Success team and clients to design, test, and optimize workflows that make bankruptcy processes smarter, faster, and simpler.

• Translate client requirements into intuitive, repeatable processes using the Glade AI platform, ensuring solutions are scalable and easy to use.

• Gather feedback from clients and internal teams to continuously refine workflows and surface opportunities for new product enhancements.

• Document workflow best practices and provide clear instructions so clients can confidently manage and adapt their processes over time.

Guidance & Coaching

• Act as a mentor and coach to other support team members, sharing knowledge, guidance, and best practices to help the team grow and succeed.

• Lead by example in client interactions, setting the bar for professionalism, problem-solving, and client care.

• Serve as the escalation point for complex or urgent client issues, ensuring quick, high-quality resolutions.

• Partner with Support, Product, and Engineering leadership to improve processes, streamline ticket workflows, and drive continuous improvement across the team.

• Celebrate team wins, foster collaboration, and help create a culture of curiosity, empathy, and excellence.

What We’re Looking For

We’re seeking someone who is not only skilled but also passionate about empowering clients and driving adoption of innovative technology.

The ideal candidate will bring:

Experience & Background

• 5+ years of client-facing experience in SaaS or professional services, with a proven ability to manage high-volume client inquiries across multiple channels (email, chat, ticketing systems). Proven track record of driving strong client outcomes—this can come from Customer Success, Account Management, Product Management, Engineering, Consulting, or other client-facing or problem-solving roles.

• Strong track record of issue resolution. You’ve successfully handled complex client challenges, escalations, and unique use cases, balancing empathy with efficiency.

• Workflow design or process optimization experience. Whether through building client intake processes, configuring software solutions, or designing operational playbooks, you know how to translate client needs into clear, repeatable steps.

• Technical proficiency with modern SaaS platforms, CRM systems, and support tools; you’re comfortable learning new technologies quickly and guiding others through them.

• Experience collaborating with cross-functional teams (Customer Success, Product, Engineering, or Operations) to align on client requirements and deliver solutions.

• Mentorship and team leadership experience. You’ve supported peers or junior colleagues, provided coaching, and contributed to building a strong support culture.

Skills & Competencies

• Clear and confident communicator: You can write concise, professional emails, provide empathetic chat support, and deliver presentations that engage and inform both technical and non-technical audiences.

• Strong problem-solving mindset: You’re skilled at diagnosing issues, asking the right questions, and guiding clients to effective, actionable solutions.

• Technical aptitude: Comfortable navigating SaaS platforms, CRM systems, and support tools; able to quickly learn new technologies and explain them in simple terms.

• Workflow design & process thinking: Adept at mapping complex processes, identifying inefficiencies, and translating client needs into streamlined, scalable workflows.

• Collaboration and teamwork: Skilled at building strong partnerships with cross-functional teams, including Client Success, Product, and Engineering, to ensure clients receive holistic solutions.

• Leadership & mentorship: Experience guiding, supporting, and upskilling junior team members to help them grow and succeed.

• Adaptability & resilience: Able to stay calm under pressure, pivot when priorities shift, and maintain focus in a fast-paced, evolving startup environment.

• Detail orientation with a client-first lens: You catch small issues before they become big problems and always keep the client’s goals at the center of your work.

• Strong organizational skills: Comfortable managing multiple priorities, tracking client interactions, and ensuring nothing falls through the cracks.

Mindset & Values

• You take pride in putting clients at the center of everything you do. You listen actively, empathize with their challenges, and work tirelessly to ensure they feel supported and successful.

• Trust builder – You know that long-term relationships are built on honesty, reliability, and transparency, and you prioritize building genuine trust with both clients and teammates.

• Growth mindset. You view challenges as opportunities, seek feedback with humility, and adapt quickly in a fast-paced startup environment.

• Collaborative spirit. You thrive in team settings, enjoy sharing knowledge, and believe that cross-functional collaboration with Client Success, Product, and Engineering produces the strongest outcomes.

• You’re proactive, take initiative, and see projects through from idea to execution, always with an eye toward impact and improvement.

What We Offer

Joining Glade AI means becoming part of a team that’s shaping the future of legal technology. We believe in investing in our people just as much as we invest in our products.

Here’s what you can expect:

• Competitive compensation – A salary package designed to reward your skills and impact.
• Comprehensive health coverage – Medical, dental, and vision benefits to keep you and your family supported.
• Exposure to cutting-edge AI – Hands-on experience with advanced AI technologies, giving you a front-row seat to the innovations transforming the legal industry.
• Professional growth – Ongoing training, mentorship, and opportunities to expand your skills in both client success and emerging technologies.
• Ownership & impact – A chance to shape a growing startup, influence our product roadmap, and make a meaningful difference for our clients.
• Work–life balance – Generous time off and a supportive hybrid work model that helps you stay energized and maintain a healthy balance between your personal and professional life.