Technical Customer Support Manager

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Legatics

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Transforming legal transactions

Legal • Legal Technology • Technology • Legal Services • B2B

51 - 200

💰 Series A on 2021-06

Description

• 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.

Requirements

• 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. • exposure to legal practice, law firms or lawyers (for example, through an internship). • familiarity with customer relationship management software. • another European language.

Benefits

• 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; • Regular socials.