Customer Support and Operations Specialist

Legatics; London; On-site; GBP 30,000 - 35,000; Full time

Job summary

Legatics, an AI-first company in London, is seeking a Customer Support and Operations professional. This role focuses on providing exceptional customer service, assisting with customer success training, and onboarding. You'll work closely with clients and internal teams to enhance operational efficiency through AI-driven tools while ensuring customer satisfaction. The position offers a salary between £30,000 and £35,000, along with a supportive work culture and opportunities for growth.

Benefits

25 days holiday per year

Early Finish Fridays

Pension with NEST

Personal Learning & Development budget

Access to Mental healthcare

Enhanced parental leave policies

Opportunities for accelerated professional development

Collaborative work culture

Regular socials

Qualifications

• Experience in Project Coordination, Customer Success, or Customer Support.
• Ability to manage complex, multi-stakeholder projects.
• Solid organisational skills including multitasking and time management.

Responsibilities

• Provide exceptional customer support via email, chat, and phone.
• Assist in the creation and delivery of training materials.
• Guide new customers through the onboarding process.

Skills

Project Coordination

Customer Success

Customer Support

Automation

Process Improvement

Teamwork

Organisational Skills

Tools

Salesforce

Datadog

Google Workspace

Data Visualization Tools

Job description

This role is positioned within the Customer Team at Legatics, specifically as part of the Customer Support and Operations function. As a key member of the team, you will play an integral role in providing exceptional support to our global customer base, ensuring smooth operations and delivering high-quality service.

Legatics is an AI-first company. We actively look for opportunities to leverage artificial intelligence across our business to improve processes, increase efficiency, and accelerate delivery - always underpinned by a customer-centric approach. A large part of this role will involve introducing and scaling AI-driven tools and workflows to enhance support and operations as we continue to grow.

In this role, you will report directly to the Head of Customer, collaborating closely with other team members to address client queries, resolve technical issues, and contribute to the continuous improvement of our support processes. Your work will be critical in maintaining the operational excellence that underpins our customer satisfaction and success.

This role is made up of several key components, with Customer Support being the main focus. To give you a clearer picture, we've outlined each area by percentage, showing how your time would likely be divided. Keep in mind, though, that these weightings can shift depending on the priorities and projects within the Customer team at any given moment.

Customer Support (approx 50% of role):

• Be the first point of contact to respond promptly to customer support tickets via email, chat, and phone, ensuring excellent customer service at all times
• Troubleshoot and resolve basic technical issues or escalate complex problems to the appropriate team
• Track, monitor, and document all customer interactions using our support platform, Intercom, and CRM software, Salesforce
• Assist with collecting customer feedback and reporting insights to product teams by logging requests in ProductBoard, as well as gathering data from Intercom and Jira to produce reports that highlight support trends, track performance, and inform process improvements
• Work with product and marketing teams on release coordination and downtime notifications
• Act as an escalation point for Out of Hours support calls and liaise with 3rd party provider on rota and script changes. In this role, you will be part of a team providing customer support to our global clients across different time zones. This part of the role does require you to answer support phone calls, out of regular business hours from time to time, where a call is escalated from our 3rd party Out of Hours Team
• Proactively identify opportunities to introduce AI-based tools to enhance support workflows and increase responsiveness
• In collaboration with our Product team, continuously improve our Knowledge Base and create and update articles in line with product releases
  
  

Customer Success Training Support (approx 30% of role):

• Assist in the creation and delivery of training materials (e.g., knowledge base articles, user guides, video tutorials)
• Conduct live customer training sessions and respond to questions
• Continuously seek to improve training efficiency and reach through automation and AI-enhanced content creation
  
  

Customer Onboarding and Offboarding (approx 20% of role):

• Guide new customers through the onboarding process, ensuring they have a smooth transition to our platform or service
• Set up initial customer accounts, configure product settings, and provide basic product training
• Provide product demonstrations and ensure customers understand key features and functionality
• Follow up with new customers to ensure they are comfortable using the product and address any questions they may have
• Manage the offboarding process for departing customers, ensuring a professional and smooth exit experience
• Ensure all customer data is handled in compliance with company policies and regulations
  
  
  

Requirements

What we need from you:

• Experience in Project Coordination, Customer Success, Customer Support or Customer Operations
• Projects and processes
• Ability to manage complex, multi stakeholder projects using project management frameworks and software
• Experience in automation or process improvement projects
• Good teamwork ability
• Solid organisational skills, including multitasking and time-management
  
  

Systems And Skills

Knowledge/experience in the following systems is relevant but not essential to this role:

• Datadog: Familiarity with using Datadog for monitoring application performance, tracking infrastructure metrics, and visualizing system health
• Salesforce: Understanding of Salesforce CRM for managing customer records, workflows, and reporting; ability to navigate dashboards and support sales or service operations
• Data Visualization Tools: Experience with tools like Tableau, Power BI, or similar platforms to create meaningful dashboards and insights from complex datasets
• Google Workspace (Google Suite): Proficient in Google Docs, Sheets, Slides, and Drive for collaboration, document management, and streamlined communication
• Outreach: Exposure to Outreach for customer engagement
• Microsoft Teams: Comfortable using Teams for internal communication, meetings, and file sharing within a collaborative digital workplace
• APIs: Basic knowledge of how APIs function, including their role in integrating platforms, enabling automation, and enhancing data flow between systems
• Legal Document Management Systems (DMS): Awareness of legal DMS platforms used for storing, indexing, and retrieving case documents and legal files securely
• DocuSign: Experience with or understanding of DocuSign for eSignature workflows
  
  
  

Benefits

What we offer you:

• Salary of £30,000 - £35,000 per annum depending on experience
• 25 days holiday per year (plus public holidays)
• Early Finish Fridays - on the last Friday of every month, we finish at lunchtime!
• Pension with NEST
• Personal Learning & Development budget
• Access to Mental healthcare for you and your immediate family
• Enhanced parental leave policies so you can spend more time with your family
• Lots of opportunities for accelerated professional development and career progression
• Work alongside a supportive and talented team with the opportunity to grow one of the world's leading LegalTech scale-ups
• A warm, genuinely collaborative culture and an awesome team; and
• Regular socials
  
  
  

Power in diversity

We put users at the heart of our design to provide legal transaction experiences that everyone loves. In order to make that a reality, we seek to foster a diverse and inclusive working environment that can empower our people to be creative, effective and innovative, to build a brand we are proud of.

We don't discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence. We're committed to building a diverse team and are constantly looking for ways to improve our processes to help us do that.