Startup CX Advocate | Hybrid Support & Onboarding

SeedLegals; Greater London; Hybrid; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Private healthcare

Life insurance

Group critical illness

25 days annual leave

Bank holidays

Birthday off

3 volunteer days per year

Share options after one year

Pension

£250 work-from-home allowance

Learning & development budget

Wellbeing budget

Cycle to work

Annual learning & development budget

Free lunch in office

Job summary

SeedLegals is seeking a proactive Customer Support Associate to be the first line of contact for startups using our automated legal solutions. You will handle live chat, email, and phone inquiries, guiding users through login issues and specific legal documents from across the SeedLegals platform.

You will collaborate with engineers, product managers, sales, marketing and legal teams to scale our CX and deliver best-in-class support.

Qualifications

• Proven experience in customer service or support (email, phone and live chat).
• Able to translate complex legal/tax/equity jargon into clear guidance for startups.

Responsibilities

• Be the first point of contact for SeedLegals users via live chat, email, and calls.
• Assist users with login issues and platform navigation, and connect them to the right teams.
• Produce one-on-one product-specific support through emails and video calls.

Skills

Customer service

Communication

KPI driven

Problem solving

Team collaboration

Tools

HubSpot CRM

Job description

About SeedLegals

Interested in exploring the world of legaltech? Want to bring your customer support experience to a startup environment? Join our diverse team at SeedLegals and provide high-quality support to startups and startup founders!

SeedLegals is the leading provider of automated legal solutions for startups in the UK and globally. We’re a Series A company, backed by exceptional VCs such as Index Ventures, committed to making entrepreneurship accessible to all. We’ve revolutionised early-stage fundraising, incentivising teams with share options, applying for SEIS/EIS, and managing cap tables since our inception in 2016. With over 60,000 companies served, startups raising over £3 billion on our platform, and 1 in 3 early-stage funding rounds closed with us, we’ve become a driving force in the industry.

We are a diverse and talented team who believe entrepreneurship should be accessible to everyone, and by providing founders with tools to create, build and scale their ideas, we help make this happen.

Our values are key to our success. We:

• Invest and trust in each other
• Are committed to a growth mindset
• Embrace diversity and cultivate inclusion
• And are driven by customer success

With offices in London and Paris, and a team in Ireland & the US, we’re always looking for talented individuals to join our team.

The Role:

You’ll be the first point of call for users, providing them with great customer support, helping answer their questions and navigating the platform. This will involve assisting users via our live chat function (Hubspot), on calls and emails - you'll need to answer questions about anything and everything to do with using SeedLegals, from login issues through to questions about specific legal documents, and connecting the user with members of the team in other parts of the company. You will also be giving one-on-one product-specific support through emails and video calls.

Your work will be based on HubSpot, utilising the CRM and its new AI tools to deliver a friendly and efficient experience for our users. You’ll help write articles and resources for internal use and for founders using the platform, and you’ll help work on projects that help improve the efficiency of the team.

You will work directly with other teams in the business, including our engineers, product managers, sales, marketing and legal teams, just to name a few. Collaborating with our amazing team of developers, founders, investors and lawyers to further scale the CX Team, develop the SeedLegals platform, and deliver best-in-class support to our users.

This is a hybrid role where we would require you to come into our office a couple of times a month; it is not fully remote. Your annual starting salary would be between £28,000 - £30,000.

• Proven experience in customer service or support (Email, Phone, and Live Chat). You know your way around a CRM, such as Hubspot, and thrive in a digital-first support environment.
• You possess phenomenal communication skills. You can distill complex legal, tax, and equity jargon into clear, actionable advice for startup founders.
• A solid track record of hitting (and exceeding) KPIs. You work well under pressure, are comfortable de-escalating tricky situations, and can solve problems independently.
• You are proactively feedback-focused. You seek out feedback, apply it quickly, and are motivated to assume more responsibility as we scale.
• A genuine passion for innovation. You’re excited to interact with founders daily and want to learn about the startup & investment landscape.
• You anticipate issues and find ways to add value to the customer experience. You have the organisational skills to juggle multiple tasks without missing a deadline.
• You’re driven to deliver a customer experience that aligns with our values and tone, helping founders achieve their goals every single day.

• Private healthcare, life, and group critical illness insurance
• 25 days annual leave, plus bank holidays and your birthday off
• 3 volunteer days per year
• Share options after one year in the company
• Pension
• Hybrid working policy, and a £250 work-from-home allowance.
• Learning, development and networking opportunities with some of the most experienced individuals in UK startup law, investment, and entrepreneurship.
• Monthly wellbeing budget
• Cycle to work scheme
• Annual learning & development budget
• Free lunch in the office once a week

Interview Process

• Apply online
• 30 min video call with a member of the team + short written task
• 1hr long interview with a Head of CX & a member of the team
• 30 min chat with the Director of Strategic Operations
• 30 min chat with the CEO