Customer Support Manager

October 29

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Lawhive

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landlord • Employment Law • Litigation • Will Writing • Civil Disputes

51 - 200

Description

• 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 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.

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!