Customer Support Associate

Lawhive; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An innovative online platform is on a mission to democratize legal access, seeking a motivated Customer Support Associate to join their founding team. In this entry-level role, you'll ensure exceptional service for clients across various channels while managing a high volume of support tickets. This position offers a unique opportunity to be part of a groundbreaking company that combines human expertise with AI technology. If you're passionate about customer service and thrive in a fast-paced environment, this role is perfect for you. Join a dynamic team dedicated to making legal help accessible to everyone!

Benefits

34 Holidays (25 days annual leave + birthday off + bank holidays)

Equity (Share Options)

Pension

Regular team building activities

20% off legal fees through Lawhive

Qualifications

• Proven experience in a busy, multi-channel customer-facing role.
• Experience in a fast-paced, early-stage tech environment.

Responsibilities

• Respond to customer enquiries via email, chat, and phone.
• Handle a high volume of tickets using Intercom.

Skills

Customer service

Problem-solving

Communication skills

Organizational skills

Time management

Education

Experience in customer-facing roles

Legal background (preferred)

Tools

Intercom

Job description

We're on a mission to make sure everyone has access to the law.

Lawhive is an online platform for consumers and small businesses to get legal help for a fraction of the cost of a law firm. Our platform combines regulated human lawyers collaborating alongside the world's first AI lawyer specifically built for consumer legal work.

Equal access to the law is one of the biggest and most pressing unsolved problems in society today. We're passionate about levelling the playing field and believe access to the law should be a basic utility in society.

Our AI lawyer Lawrence is built on top of our own fine tuned LLM and recently passed the Solicitors Qualifying Exams (SQE).

We have backing from leading US and UK VC funds including Google Ventures and Episode 1, and from founders and executives who've built some of the biggest startups like Bloom & Wild, Primer, SignalAI, Spotify, Meta, Curve, Monzo, Tide. We recently secured a $40M Series A funding round to facilitate international expansion and to grow our team. This represents one of the five largest Series A rounds in Europe for 2024.

About the role:

We're seeking a motivated and ambitious Customer Support Associate to join our founding CS Operations team. In this role, you'll be the frontline of our customer support, ensuring our clients receive exceptional service across multiple channels. The ideal candidate will have a strong customer-first mindset with excellent problem solving skills and the ability to handle a high volume of tickets in a fast-paced environment. Additionally, the ideal candidate will have previously worked in a tech start-up or scale-up.

Responsibilities:

• Responding to customer enquiries over email, chat and phone calls
• Working through a high volume of tickets using Intercom
• Unblocking users and helping them understand how to use the Lawhive platform
• Being the first point of contact for any escalations, and improving the customer experience
• Daily and weekly customer operations tasks such as KYC, handling online reviews, etc.
• Working with our CS Lead on building out workflows, playbooks, knowledge bases, etc.
• Helping to optimise existing processes, and building out new processes from scratch
• Representing Lawhive's 'Customer Obsession' value and going above and beyond to surprise and delight our customers

Requirements:

• Proven experience in a busy, multi-channel customer-facing role
• Experience working in a fast-paced, early-stage tech environment
• Excellent communication skills, both written and verbal
• Strong organizational and time management skills
• A problem-solver who takes pleasure in helping others
• An independent worker who also excels in team settings
• Legal background or experience in the legal field is a plus

Benefits:

34 Holidays (25 days annual leave + your birthday off + bank hols in England)
Equity (Share Options)
Pension
Regular team building activities, socials, and annual retreat!
20% off legal fees through Lawhive

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other
• Industries: IT Services and IT Consulting