Customer Support Manager

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 a Customer Support Team Manager who's managed a few people before, who's keen to build the best workflows in Zendesk/Intercom, who will work with engineers and other parts of the company to optimise the experience and service for the customers.

Expect high growth, lots of change. The right person will be high potential, can work independently and also thrives on leading and supporting team members.

What you’ll be doing

• Leading a team of 6 customer support team members and scaling that team up to 15 in the near future
• Making sure our clients get the service and experience we strive for
• Being the POC for escalations, complex and sensitive cases
• Defining processes and escalations
• Building workflows in Intercom/Zendesk and other systems to improve the customer experience and team effectiveness
• Handling complaints and disputes

Requirements

• You have experience as a customer support agent as well as 2-3 years leading a CS team
• You have a deep understanding of the importance of customer satisfaction and retention and make a genuine effort to help customers
• You thrive on problem-solving and love to handle escalated customer issues and resolve them promptly and professionally, while also identifying underlying problems and implementing longer-term solutions
• Your verbal and written communication skills are exceptional
• You have experience and enjoy working in a fast-paced startup environment where priorities may shift rapidly and there is a lot of ambiguity
• You aim for data driven decisions and are comfortable with metrics and data tools;
• You are pro-active and biased to action; you’re comfortable making decisions based on incomplete data and experimentation
• Foster a collaborative and 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!