Customer Support and Operations Coordinator

This role is positioned within the Customer Team at Legatics, specifically as part of the Support and Operations function. As a key member of the team, you will plan an integral role in providing exceptional support to our global customer base, ensuring smooth operations and delivering high-quality service.

In this role, you will report directly to the Support and Operations Manager, collaborating closely with other team members to address client queries, resolve issues, and contribute to the continuous improvement of our support processes. Your work will be critical in maintaining the operational excellence that underpins our customer satisfaction and success.

This role is made up of several key components, with Customer Support being the main focus. To give you a clearer picture, we’ve outlined each area by percentage, showing how your time would likely be divided. Keep in mind, though, that these numbers can shift depending on the priorities and projects within the Customer team at any given moment.

Customer Support (approx 50% of role):

• Be the first point of contact to respond promptly to customer support tickets via email, chat, and phone, ensuring excellent customer service at all times.
• Troubleshoot and resolve basic technical issues or escalate complex problems to the appropriate team.
• Track, monitor, and document all customer interactions using our support platform, Intercom, and CRM software, Salesforce.
• Assist with collecting customer feedback and reporting insights to product teams by logging requests in ProductBoard.
• Work with product and marketing teams on release coordination and downtime notifications.
• Act as escalation point for Out of Hours support calls and liaise with a 3rd party provider on rota changes and script changes.

Onboarding & offboarding (approx 20% of role):

• Guide new customers through the onboarding process, ensuring they have a smooth transition to our platform or service.
• Set up initial customer accounts, configure product settings, and provide basic product training.
• Provide product demonstrations and ensure customers understand key features and functionality.
• Follow up with new customers to ensure they are comfortable using the product and address any questions they may have.
• Manage the offboarding process for departing customers, ensuring a professional and smooth exit experience.
• Ensure all customer data is handled in compliance with company policies and regulations.

Training Support (approx 20% of role):

• Assist in the creation and delivery of training materials (e.g. knowledge base articles, user guides, video tutorials).
• Conduct live customer training sessions and respond to questions

Continual improvement and projects (approx 10% of role):

• Contribute to and update the knowledge base, for example to reflect new releases or product updates
• Provide feedback and suggestions for improving the onboarding, support, and offboarding processes, such as automating to scale our services.
• Provide project coordination support to any customer team or cross team projects.

In this role, you will be part of a team providing customer support to our global clients across different time zones. As we serve a worldwide customer base, flexibility in working hours is essential. Our support team operates on a shift pattern designed to ensure business hours coverage, which may include:

• Rotating shifts, including early morning and evenings (08:00-16:30/10:00-18:30/10:30-19:00)
• Shifts are planned in advance, ensuring you have a clear schedule and ample time to balance personal and work commitments
• Flexibility to adjust shifts as necessary to meet customer demand during peak times

We value work-life balance and ensure that shift patterns are fair and our team members are compensated with appropriate allowances for working non-standard hours.

What we need from you:

• strong interest for technology, with a desire to understand and ultimately improve product functionality and customer experience through troubleshooting, testing, and replicating technical issues in collaboration with product and engineering teams;
• ability to quickly learn and adapt to new software tools and systems, with a focus on understanding technical workflows;
• 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;
• a right to work in the UK (unfortunately, we are not in a position to support visa sponsorship at this stage);

Bonus points for the following (but don't worry, these are not essential):

• exposure or passion for technology, and in particular, legal tech;
• familiarity with customer relationship management software and productivity applications (MS Office, Google Workspace, etc.);
• another European language

What we offer you:

• £25,000 - £30,000 dependent on experience.
• 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.