About 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 an experienced Customer Support Senior Associate to become a foundational member of our Customer Support Operations team. You will partner closely with the Operations Lead to ensure high-quality customer support, help manage escalations and collaborate on training, process improvement and team alignment. This is an exciting opportunity to work in a high-growth legal tech start-up where your input directly impacts our clients.
You'll still handle customer support tasks (tickets, calls, emails), but you'll also coach, triage, and own higher-complexity issues. Over time, you'll help shape strategy, tooling, workflows, and standards.
What You'll Do:
* Provide fast, friendly, and solution-oriented support via email and phone
* Act as the first point of contact for escalations, resolving complex or sensitive cases and ensuring service quality.
* Support the Lead with training, onboarding, and coaching new and existing team members.
* Monitor and improve processes, sharing feedback and driving small projects to enhance efficiency.
* Collaborate cross-functionally to provide customer insights and ensure smooth operations.
* Step in to support the Lead as needed, helping align day-to-day execution with team goals.
* Manage a high volume of support tickets through Intercom while maintaining excellent service quality
* Own daily and weekly customer operations tasks such as KYC, handling online reviews and more.
Requirements:
* 4+ years experience in a fast-paced customer support role in a startup or scale-up.
* Demonstrated ability to handle customer problems independently and with empathy.
* Skilled in using customer service platforms such as Intercom, Zendesk, Salesforce, or similar.
* Excellent written and verbal communication skills.
* Analytical mindset: comfortable working with data, metrics, spotting trends.
* Strong organisational skills and the ability to manage multiple priorities effectively.
* A true problem-solver who thrives on helping others and finding creative solutions.
* Experience working in a fast-paced, ambiguous, early-stage environment.
* 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