About Legatics
Legatics is one of the world’s leading LegalTech scale-ups. Our legal transaction management platform enables law firms and their clients to collaborate on and close deals in an interactive online environment, providing clarity, reducing risk and saving time.
Our customers include some of the world’s top law firms, such as Allen & Overy, Hogan Lovells, Herbert Smith Freehills, Shearman & Sterling and King & Wood Mallesons. Legatics has been used globally on live transactions originating in more than 60 countries.
We are on a mission to transform the $600bn market for legal services worldwide and to work with our customers to bring the way they manage deals into the 21st century.
The role:
We are looking for a dynamic, hard-working and enthusiastic Customer Support Manager to join our Customer team. This is an opportunity to be part of a small, passionate team that puts our users at the heart of our product development and works to ensure our users are able to use the platform as successfully as possible.
The Customer team’s mission is to help customers drive adoption of the Legatics platform within their firms, ensure end user experience on the platform is as fantastic as possible, identify opportunities to empower our users, and provide valuable product feedback to ensure customers get the most out of our software. The role will lead our customer support function, as well as working generally as a member of Customer team to provide exceptional service to end users in order to preempt any problems and intuitively understand and enable their use of the platform.
Ideally, we are looking for a candidate with some support or customer success experience - familiarity with Intercom would be an advantage.
What you would be doing:
Support
- Be the face and voice of Legatics customer support, dealing with queries, problems and feedback from our customers that come in via our email and phone support channels.
- Manage our support system (Intercom) and ensure that all support queries are dealt with promptly, professionally and in accordance with the SLAs under our customer contracts, along with customer data policies.
- Ensure that the support strategy is aligned with the overall business goals, adapting quickly to changing priorities and the demands from customers as the business scales up
- Analyse customer support data, identify trends and opportunities for improvement making sure that these are communicated back to the business. Data points should include but not be limited to; first response time, average resolution time, first contact resolution, tickets handled per hour, customer satisfaction score, net promoter score, volume by channel etc
- Work closely with the DevOps team to monitor and report on system performance issues, helping identify common technical problems and ensuring they are communicated to the engineering team for long-term fixes.
- Collaborate with QA to relay issues reported by users that may need further testing or escalation.
- Identify potential issues that could arise before raised by customers, communicate these with the existing business team and lead on projects to address these in a timely manner.
- Own the relationship with the OOH support third party provider by meeting with the Account Manager, reviewing and updating scripts inline with product releases, gathering feedback from customers and raising any potential issues
- Manage the provision of email, telephone and live chat support to customers, implementing schedules and processes to ensure 24-hour customer service.
- Act as a primary point of contact for customer support queries during our core support hours of 0800-1800 UK business hours.
- Track and develop frequently asked questions (FAQs) based on queries received from users, with a view to improving our knowledge base and empowering our end users, reducing the number of support queries.
- Own the Legatics knowledge base, develop and update training materials, videos and other content making sure it continues to be a valuable resource for customers.
- Propose and develop amendments to support materials and training videos based on perceived challenges faced by users of Legatics, including self serve training materials
- Report all feedback from users in our product feedback board.
- Help to develop and improve processes for relaying product feedback to the engineering team.
- Report on support tickets, escalations as part of monthly business updates.
- Manage and execute the NPS (Net Promoter Score) Survey and be responsible for managing this process in one place
We need to be accessible to our customers at all times, this means that you will be expected to act as an escalation point out of hours and at weekends.
Success
In addition to the above primary tasks, you will be a key part of the CS team and contribute in the following ways:
- Maintain a deep understanding of the product and use cases to ensure customers are using the software to its fullest and receive the absolute most value out of the Legatics platform at any given stage.
- Deliver user training and assist with use case queries as part of the team’s overall growth strategy to increase adoption and matter openings within the platform.
- Maintain accurate customer information in relevant systems such as SalesForce with key details relating to our customers’ use of Legatics.
- Assist in gathering testimonials and case studies to be used for marketing and business development purposes in the course of your interactions with customers.
- Keep the Engagement team informed of any support/service issues relating to their customers
- Attend service/support review meetings with customers as required
- Help to form Legatics’ culture and voice by bringing a fresh pair of eyes to everything.
- Build brand loyalty by being personable, proactive and supporting in all customer interactions.
Requirements
What we need from you:
- a right to work in the UK (unfortunately, we are not in a position to support visa sponsorship at this stage);
- an ability to work from our London office once or twice a week for team meetings etc.;
- 1-2 years experience of providing level 1 technical support;
- a commitment to develop a deep understanding of legal technology;
- a willingness to engage with and present to senior stakeholders in law firms;
- to have high standards of integrity and trust;
- to be self-motivated and willing to work independently where required to complete projects successfully;
- a commitment to developing strong communication, listening, presentation, and negotiation skills;
- an enthusiasm and willingness to learn in order to perform the above in a dynamic and rapidly changing scale-up environment.
- experience with data organisation e.g. Excel, Google Sheets or other data tools.
Bonus points for the following (but don’t worry, these are not essential)
- exposure to legal practice, law firms or lawyers (for example, through an internship).
- familiarity with customer relationship management software.
- another European language.
Benefits
What we offer you:
- 25 days holiday per year (plus public holidays).
- Early Finish Fridays - on the last Friday of every month, we finish at lunchtime!
- Pension with NEST.
- Personal Learning & Development budget.
- Access to Mental healthcare for you and your immediate family.
- Enhanced parental leave policies so you can spend more time with your family.
- Lots of opportunities for accelerated professional development and career progression.
- Work alongside a supportive and talented team with the opportunity to grow one of the world’s leading LegalTech scale-ups.
- A warm, genuinely collaborative culture and an awesome team; and
- Regular socials.
Power in diversity
We put users at the heart of our design to provide legal transaction experiences that everyone loves. In order to make that a reality, we seek to foster a diverse and inclusive working environment that can empower our people to be creative, effective and innovative, to build a brand we are proud of.
We don’t discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence. We're committed to building a diverse team and are constantly looking for ways to improve our processes to help us do that.