Customer Support Team Lead

Lawhive; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company on a mission to democratize legal access as a Customer Support Lead. In this pivotal role, you'll build and manage a world-class support team, ensuring customer satisfaction through innovative processes and workflows. As the main point of contact for escalations, you'll collaborate closely with leadership to shape the client support strategy. This position offers significant growth opportunities in a dynamic startup environment, where your contributions will directly impact the customer experience and the future of legal services. If you're ambitious and driven, this is the perfect opportunity to make a real difference.

Benefits

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

Equity

Pension

Quality home workstation setup

Regular team building activities

Annual retreat

Qualifications

• 1-3+ years of experience leading a Customer Support team.
• Strong understanding of customer satisfaction and retention.

Responsibilities

• Lead and develop a high-performing Customer Support team.
• Build processes and workflows to enhance customer experience.

Skills

Customer Support Leadership

Problem-Solving

Communication Skills

Data-Driven Mindset

Team Collaboration

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.

The Role

We are looking for an experienced Customer Support Lead to join the team at Lawhive who can help build and manage a world-class Customer Support team. This role will be responsible for building out processes and workflows in Intercom, as well as acting as a key part of our feedback loop between our customers and technical teams to optimise the experience and service for the customers.

You'll initially support a small team, taking a hands-on approach and leading by example. As our team expands significantly over the next year, you'll play a pivotal role in shaping our Client Support strategy. This position offers tremendous growth opportunities and is crucial in setting the foundation for an industry-leading support experience. We're looking for someone ambitious, driven, and passionate about making a real impact.

What You'll Be Doing

• Ownership of our entire Client Support branch of CS, leading and developing a team of high-performing Customer Support Associates.
• Leading with a Customer Delight mindset, ensuring our clients get the service and experience we strive for.
• Acting as the main POC for escalations, complex and sensitive cases.
• Partnering with our Senior Leadership Team to build and define processes, CS strategies/playbooks, and knowledge bases.
• Working with our Product teams as part of our customer feedback loop to ensure we build a world-class platform.
• Building workflows in Intercom and other systems to improve the customer experience and team effectiveness.
• Working alongside team members to resolve high volumes of support inquiries via Intercom and live chat.

Requirements

• 1-3+ years of experience leading a high-performing Customer Support team.
• Demonstrated experience managing a high volume of support tickets.
• A strong understanding of the importance of customer satisfaction and retention with a 'customer delight' mindset.
• Excellent problem-solving skills with the ability to identify underlying problems and implement longer-term solutions.
• Exceptional written and verbal communication skills.
• Ability to work in a fast-paced startup environment with shifting priorities.
• A data-driven mindset and the ability to leverage metrics and tools.
• A strong ability to navigate ambiguity and make decisions based on incomplete data and experimentation.
• Highly collaborative and foster a supportive team environment, promoting knowledge sharing, cross-training, and teamwork.

Benefits

• 34 Holidays (25 days annual leave + your birthday off + bank hols in England).
• Equity.
• Pension.
• Quality home workstation setup/equipment.
• Regular team building activities, socials, and annual retreat!

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

IT Services and IT Consulting