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 leveling the playing field and believe access to the law should be a basic utility in society.
We have backing from leading US and UK VC funds including Google Ventures, Balderton Capital and TQ Ventures (who have funded 82 unicorns between them!). We recently secured a $40m Series A funding round to facilitate international expansion and to grow our team.This represents one of the five largest Series A rounds in Europe for 2024!
The Role
Forming a core pillar of the Customer Operations Department, Lawyer Support focuses on delivering a world-class experience for our consultants, from the moment of onboarding to managing all their cases via the platform. You and your team will be the point of contact, responding to queries ranging from platform support, postal support, paralegal activities, payment operations and compliance topics.
You'll initially manage a small team, taking a hands-on approach and leading by example. As our team expands significantly over the next year, you'll play a pivotal role in shaping our Lawyer support strategy. This position offers tremendous growth opportunities and is crucial in setting the foundation for an industry-leading support experience.We're looking for someone ambitious, driven, and passionate about making a real impact.
Lawyer Support- Be responsible for maintaining high response times and resolution times for all inbound lawyer queries.
- Effectively manage the Lawyer Support inbox, triage and prioritise incoming chats and emails.
- Escalation point for serious complaints regarding lawyer behaviour and case quality.
- Effectively create new processes to reduce inbound volume and improve performance metrics.
- Work closely with our Sales and Lawyer Success team to create a seamless process for joining the platform.
- Work closely with Head of Legal Operations to prepare and deliver onboarding training sessions on the BuzzFlow Framework
- You’ll work with product to drive platform improvements, based on Support data, spotting trends and feeding this to internal teams including Sales.
- Drive efficiencies through assessment of vendors for legal services, such as our postal providers, barristers, surveyors, search providers.
- Ensure that all legal support activities comply with internal policies, SRA rules and Law Society best practices.
- Provide review and admin support to Firm Supervisor / COLP to review and approve off all undertaking and cost schedule requests in a timely manner.
- Create and maintain undertaking & compliance report registers.
- Provide support to COLP to execute on all admin related tasks associated with maintaining and updating all internal & external compliance documentation.
- Provide triage support for new compliance reports.
- Support our COLP on Compliance processes, and be responsible for recording of all Data Breach reports, maintaining, contributing towards and execution of Data Breach playbook.
- Maintain and update Own & AML Risk Assessment processes for new cases and clients.
- Work closely with the Client Support Manager and QA Team Lead to improve processes to drive positive improvements for lawyers across the board.
- Be the VOC representative for lawyers in team meetings.
Requirements
Experience- Experience in a managerial or team leader role.
- Demonstrated experience managing a high volume of support tickets.
- Ability to work in a fast-paced, team-oriented environment.
- 0-1 Customer support function building
- Experience in a regulated environment
- Previous role with operational strategy and xfn project collaboration
- ✈️ 34 Holidays (25 days annual leave + your birthday off + bank hols in England)
- 💰 Equity
- 💰 Pension
- ⛳️ Regular team building activities, socials, and annual retreat!
- 💷 20% off legal fees through Lawhive