Customer Enablement Associate

We are recruiting for a Customer Enablement Associate to join our Customer Enablement team based in London. A 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.

In the first few months of the role you will serve as the first point of contact with our users, which 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.

After the first few months in the role and beyond you will have the opportunity to think about how technology (such as AI) can be used to improve a customer's experience and automate the core functions of customer support. You will get to work collaboratively with members of the Enablement team to work autonomously to implement these changes.,

• Solving customer issues - 70% of the role will be providing support through our live chat by investigating, triaging, escalating/resolving any issues raised. Examples include queries to refunds.


• 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. Ensure there is a robust customer feedback loop, to identify risks to customer adoption & satisfaction, churn risks and revenue growth opportunities.


• 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


• Launch - Efficiently onboard new customers, ensuring a smooth transition and understanding of the product/service offerings. As well as iterate on the onboarding process.



• Tracking - Track key customer metrics on leading and lagging indicators to monitor the overall customer health and coordinate escalations as needed.


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 our SLAs


• Contributed to help articles and FAQs


• Streamline support, helping to bring down response time and decrease manual intervention


• Contributed customer feedback to our product team to help them build Legl's Product roadmap


• Develop technical skills and understanding in order to better support our customers with more complex issues/projects
  
  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 desired to have experience using support systems such as intercom/zendesk and working with supporting businesses would be a bonus


• Curious - You would like to learn about the technicalities & competitive landscape of the legal industry
  
  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.


Boasting an award winning SaaS product, Legl is modernising the legal industry through innovative solutions which influence and improve upon how law firms interact with their clients. Encouraging and facilitating a digital age to an archaic industry, we are changing the experience for lawyers and customers alike. We launched in October 2019 and 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 and are looking for people who can grow with us. We rely heavily on data and first principles decision-making


• Legl has a dynamic, remote-flexible culture, with a focus on making work work for you


• Offsites & events to get to socialise with your colleagues in person


• Opportunity to join a well-funded, post-Series B startup in our mission to make legal services better for everyone


• High impact work that really matters - success in this role will drive our growth and have a big impact on the business and our clients


• A focus on wellbeing with access to support sessions with a psychotherapist and a personal wellbeing budget of £250 per year


• A learning and development budget of £1000 per year