ABOUT US

DeepIP is an AI-powered platform redefining how innovation leaders, IP professionals,

and legal teams extract value from patent data. We empower our users to make

strategic decisions through unmatched insights, intuitive workflows, and powerful

automation.


ABOUT THE ROLE

We are looking for a Customer Care Specialist who is proactive, resourceful, and

empathetic. You’ll be the first line of support for users—troubleshooting issues,

resolving questions, and ensuring every interaction reflects the quality of our product

and care for our customers.

As part of a small but growing team, you’ll also help build the foundation of support at

DeepIP: improving documentation, creating self-serve workflows, and feeding insights

back to product and customer success teams.

Key Responsibilities

● Deliver high-level customer service via our ticketing system to maintain a good

customer satisfaction score:

○ Troubleshoot, analyze, handle and/ or escalate issues,

○ Define action plans to complete the resolution,

○ Ensure monitoring of anomalies over time until their final closure,

○ Escalate to Solution team associated risks,

○ Guarantee compliance with customer SLAs.

● Enhance overall customer support efficiency, productivity and quality of service

by:

○ Improving internal processes,

○ Keep building on existing self-service solutions & improve resources

available to customers (and introduce more if needed),

○ Ensuring that low touch customers get the proper automated onboarding,

○ Sharing with Product & Tech teams key insights to improve our services

and avoid issues,

○ Escalate to Solution team upsell opportunities for services.

● Deliver proactive outreach about issues, product updates & improvements:

○ Administrate the Status pages (Cloud EU & US),

○ Share release notes & customs communications to ensure that customers

are informed about product updates & improvements.

ABOUT YOU

● 2+ years in a customer support or user-facing operations role, ideally in a SaaS or

B2B product company

● Excellent written communication — you know how to be clear, calm, andprofessional

● Technical curiosity — you enjoy learning how software works and breaking down

issues methodically

● You’re organized, self-directed, and comfortable with ambiguity in a fast-paced

startup

● Bonus: experience with help desk platforms (e.g., Intercom) or ticket analytics

tools

● Bonus: familiarity with IP, legal tech, or technical domains like AI/data platforms

Locations

Brooklyn, NY

Remote status

Hybrid