Sr. Client Support Specialist

Location: Menlo Park, CA (Hybrid)
Department: Client Support
Reports To: Senior Manager, Client Success

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.

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.

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.

• 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.

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,