Customer Success Associate

present of AI; Greater London; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Orbital is seeking a first-line support member to join a small customer team in Greater London. The role focuses on fast, accurate first replies, managing the support queue, and calling customers when needed.

A background in property law support or real estate transactions fits well, with value placed on clear communication and ease in discussing with senior lawyers. The position offers exposure to AI-assisted legal tools, involvement in drafting replies, and learning patterns from product

Qualifications

• Minimum 1–2 years in a customer support role.
• Ability to communicate clearly and professionally with clients.
• Comfort with phone conversations and written replies in a fast-paced environment.

Responsibilities

• Manage the support queue and prioritize requests.
• Provide first-line, accurate replies to inquiries.
• Call customers when email is insufficient and escalate when needed.
• Engage with senior lawyers to understand product usage and client needs.

Skills

Customer support

Clear communication

Phone handling

Query triage

Tools

CRM software

AI drafting tools

Job description

This is a first support job on a small customer team, aimed at someone with one or two years behind them. The day to day is running the support queue, giving quick and accurate first replies, and calling customers when email is not enough. A strong candidate writes clearly, treats each query as something to fix today, and feels at ease talking with senior lawyers. A background in property law support, a SaaS starter role, or real estate transactions would all fit.

How it fits the AI era

The product already handles much of the slow document reading in property deals, so support here is about helping lawyers trust and use that tool well. The role also expects AI tools to be used for drafting replies, pulling out product patterns, and preparing notes, which can speed up routine work. Judgment, clear explanation, and building relationships with demanding clients stay with the person.

How it builds AI experience

Supporting an AI platform used by law firms and in-house property teams gives close sight of how legal professionals actually adopt AI, where they hesitate, and what they ask for. Passing patterns to Product and Engineering builds a feel for how real feedback shapes an AI product. Before applying, a candidate can build experience by using AI assistants for writing and research tasks and keeping simple notes on what worked and what did not.

Worth showing

• Evidence of regular AI tool use
• Calm phone conversations with seniors

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Orbital

Orbital develops artificial intelligence software that automates commercial real estate legal diligence, lease analysis, and property boundary visualization.