Customer Support Associate

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 with tech startup experience 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 enviornment. 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 process from scratch
• Representing Lawhive's 'Customer Obsession' value and going above and beyond to surprise and delight our customers

Requirements

• Experience in a multi-channel customer-facing role in a tech startup company
• Experience with ticketing systems like Zendesk, Salesforce, Intercom or similar
• Excellent communication skills, both written and verbal
• Strong organisational 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