Customer Support Lead
Legl, United Kingdom
Job Description
Legl is a fast-growing, vertical B2B SaaS platform with a mission to bring the legal industry into the 21st century. We closed our Series B (May 2022), and we are scaling quickly on our next phase of growth.
Our vision is to be part of a structural change in the legal industry so that firms, as well as their clients, have a better experience of accessing legal services. We launched in October 2019 and in the short time since then have built a large law firm customer base who love our product and our team.
We have an agile, ambitious and collaborative team. With deep experience across design, tech and the industry, we put our employees first. We’re looking for people who can grow with us.
Our core values are agility, ambition, and collaboration. We rely heavily on data and first principles decision-making.
The Role
We are recruiting for a Customer Support Lead to join our outstanding Customer Success team. A fundamental value of Legl is providing a great experience for law firms and people accessing legal services. We care deeply about the experience of the lawyers and their clients when they use our platform.
As the first point of contact for many users, this role is a critical function as the face of Legl. You will be providing support through our live chat and will be responsible for investigating, triaging, escalating/resolving any issues raised by users and their clients in a friendly and timely manner.
This role isn’t just about responding to tickets. You will be thinking about how technology can be used to improve a customer’s experience and work collaboratively with members of the team and autonomously to implement these changes. You will develop into someone with perhaps the best understanding of our customers and this gives you the springboard to work on many exciting projects across Legl. The role will grow into one that will allow you to work on larger more technical projects, assisting firms as they seek to add value via integrations and new products.
As a remote-first, agile company who are scaling fast, keeping knowledge and information widespread is important. As part of this role you will be responsible for keeping help articles and FAQs up to date that will help scale the support team and help lawyers use our platform more effectively.
Key Responsibilities
Solving customer issues - provide support through our live chat by investigating, triaging, escalating/resolving any issues raised.
Creating documentation - use your experience with lawyers and their clients to write help articles and FAQs that will reduce manual intervention
Improving support processes - identify the gaps and how technology can be used to reduce response times and repeatable tasks
Collaboration - work with different teams: Product, Engineering, Integrations, Customer Success and more to not only solve customer issues but prevent them from happening in the future
Upskilling - with support from Legl you will improve and learn project management and technical skills that will help you move into implementation and customer operations
How would we describe success?
Success in this role after 6 months looks like:
- With the aid of tech, responding to all customer queries within 20 minutes (during office hours)
- Contributed to help articles and FAQs
- Be working with your manager to streamline support, helping to bring down response time and decrease manual intervention
- Be able to identify potential expansion opportunities if they come through support and feed this back to Customer Success
- Contributed customer feedback to our product team to help them build Legl’s Product roadmap
- Be in the process of developing technical skills and understanding in order to better support our customers with more complex issues/projects
Requirements
- Autonomous - You enjoy and thrive in an environment where you have the opportunity to make decisions which has a real impact on Legl’s customers’ experience
- Curiosity - You want to understand how things work and seek out opportunities for learning. Be comfortable asking questions when you don’t understand something
- Ambition - You are driven to improve and understand that bold approaches are what can help take Legl to the next level
- Customer Experience - you will have to speak with customers daily, so any experience in speaking directly to customers
- Language Skills - you have brilliant written and verbal English communication skills
- Customer Support Experience in a SaaS environment - not a requirement, but any experience using support systems suc