Senior 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 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.

The Role

We're looking for a dynamic Senior Customer Support Associate to join our fast-growing team as one of the founding Customer Operations team members. You'll be the first line of support, making sure every customer feels heard, helped, and happy. As one of the first US hires, you'll have the opportunity to help build and evolve our workflows, tooling, and customer communication strategy. The right person is excited by ambiguity, thrives in a fast-paced environment, and is eager to contribute to a culture of ownership, iteration, and care.

What You'll Be Doing:

• Serve as the first point of contact for clients and lawyers, providing thoughtful and timely support via email, chat, and phone
• Triage and escalate complex issues, while resolving routine inquiries from start to finish
• Take ownership of day-to-day operations tasks, including handling online reviews, escalations and internal process maintenance
• Identify trends, friction points, and areas of user confusion; share insights to improve internal workflows and product experience
• Contribute to the creation and maintenance of customer-facing resources, such as help docs, macros, and onboarding communications

Please note that this role is hybrid, with the requirement to work out of our Austin office two days per week.

Requirements

• Previous experience in a high-volume, multi-channel support role
• The ability to perform in a fast-paced, early-stage startup environment
• Empathy-driven mindset with a genuine desire to help people
• Excellent written and verbal communication
• Complex problem solving and critical thinking skills
• Strong organizational and problem solving skills
• The ability to work independently and in a team setting

Bonus Points:

• A legal background or experience in the legal field
• Experience with Intercom, Notion, Slack, and GSuite
• Previous experience at an early-stage startup

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