Customer Support Agent

Who we are?
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 and from founders and executives who've built some of the biggest startups like Bloom & Wild, Primer, SignalAI, Spotify, Meta, Curve, Monzo, Tide.
About The Role
We’re looking for a motivated and empathetic Customer Support Agent to join our excellent front-line customer team helping clients access the legal services they need.
Reporting to the Customer Operations team, every member of the Customer support team is talking to customers consistently, using our knowledge base, tooling and the support of our team to ensure clients are getting the best and most appropriate legal help. As a Customer Support Agent, you will be responsible for providing exceptional customer service and support to our users via calls, email and chat.
What The Job Involves
Responding to customer inquiries via email, phone, and live chat
Providing accurate and helpful information about our services
Troubleshooting technical issues and guiding customers through problem-solving steps
Escalating complex issues to appropriate teams and following up on resolutions
Identifying opportunities for improvement in customer support processes
Collaborating with cross-functional teams to enhance the customer experience
Requirements
Previous experience in a busy, multi-channel customer facing role
Previous experience in a fast paced, early stage tech startup
Excellent communication skills, both written and verbal
Strong problem-solving and decision-making abilities
Empathy and patience when dealing with customer issues
Ability to work independently and in a team environment
Basic knowledge of legal terminology and processes is a plus
Availability to work flexible hours, including weekends and evenings
Benefits
✈️ 34 Holidays (25 days annual leave + your birthday off + public holidays)
Enjoy a fully remote working arrangement for a better work-life balance
Competitive remuneration package
⛳️ Regular team building activities and socials
Home set up support
Share Options available