Customer Support Associate
LawhiveAbout Lawhive
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 leveling 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 UK’s bar exam equivalent.
We’re backed by some of the top US and UK VC funds including Google Ventures, Balderton Capital and TQ Ventures. We recently secured a $40M Series A funding round to facilitate international expansion and to grow our team, representing 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 become a foundational member of our Customer Support Operations team. As the frontline voice of Lawhive, you’ll be instrumental in delivering an exceptional service to our clients across multiple channels. This is an exciting opportunity to work in a high-growth legal tech start-up where your input directly impacts our clients.
What You'll Do:
Provide fast, friendly, and solution-oriented support via email and phone
Manage a high volume of support tickets through Intercom while maintaining excellent service quality
Guide customers through the Lawhive platform, helping them unlock its full potential
Be the first point of contact for escalations, resolving issues with empathy and ownership and maintaining excellent customer experience
Own daily and weekly customer operations tasks such as KYC, handling online reviews and more
Collaborate with the Customer Support Lead on refining workflows, playbooks, knowledge bases, etc.
Drive efficiency by identifying areas for improvement and building processes from scratch
Embody our value of Customer Obsession, surprising and delighting customers with every interaction, going above and beyond
Requirements:
2+ year experience in a fast-paced, customer-facing support role (ideally in a startup or scale-up)
Experience and/or education within a legal environment is preferred, but not essential
Skilled in using customer service platforms such as Intercom, Zendesk, Salesforce, or similar
Excellent written and verbal communication skills
Strong organisational skills and the ability to manage multiple priorities effectively
A true problem-solver who thrives on helping others and finding creative solutions
Comfortable working independently while also being a strong team collaborator
Enjoys working towards targets and metrics
Has a growth mindset and is motivated to build something meaningful from the ground up
UK Benefits:
✈️ 34 Holidays (25 days annual leave + your birthday off + bank hols in England)
💰 Equity (Share Options)
💰 Pension
⛳️ Regular team building activities and socials!
💷 20% off legal fees through Lawhive
US Benefits:
🩺 Healthcare benefits: 'Premium' plan with 100% employee cover and 50% dependent cover
✈️ Vacation: 20 days + 11 Federal holidays + 1 day of Birthday leave
💰 401k: Matching contribution up to 2% of salary
💰 Equity: Options in Lawhive LTD