AddressSnapshot of the Role
Join Lawpath and interact directly with our clients to help maintain our position as Australia’s highest-rated legal company.
Who we are
Lawpath is Australia’s largest online legal platform for small businesses, disrupting a $100B industry and shaping the future of legal delivery. Our mission is to make the law accessible to everyone and we’re starting this journey by providing online, on-demand legal help for small businesses.
Our platform has now helped over 400,000 businesses access the legals that they need. We were recently awarded #37 in Deloitte's 50 fastest-growing businesses in Australia and as Australian Legal Service Provider of the year. Backed by local and international investors, we’re growing rapidly and moving towards our goal of helping 1 million businesses with legal protection.
About the role
This position will be at the front lines and directly interact with our customers. The successful candidate will have experience working with customers and understanding that they’re the ‘face’ of Lawpath - embodying our core values to provide the best-in-class experience and ensure we continue to remain Australia’s leading online legal platform. For a driven candidate, working in this role will give the opportunity for growth and expansion within support into specialist positions and a thorough understanding of all aspects of the Lawpath operations.
Your day-to-day responsibilities will include:
- Being the first point of contact and delivering excellent customer service via Live chat, email and over the phone
- Collaborating with teammates to address and prioritise customer support needs.
- Assisting customers with various Legal and Business solutions offered by Lawpath and referring potential leads to our sales teams
- Taking complete ownership of customer support issues from diagnosis through to resolution with the help of outside teams
- Recording and tracking all customer support issues through our CRM systems (Salesforce, Notion and Intercom)
- Troubleshooting and reporting any bugs and user issues on the platform
- Suggesting improvements or new services based on customer feedback.
- Advocating for ongoing process enhancements and enhancing the customer experience
To be successful, you will need:
- To be naturally positive and empathetic, a real customer experience superstar!
- To ask the right questions, find solutions, and place the customer at the centre of everything you do
- Previous experience in Level 2 technical support or customer facing roles will be helpful, though not a requirement of the position
- A basic understanding of business and company structures will be helpful, though not essential
- Enthusiasm and willingness to go the extra mile with customers while managing expectations
- Excellent verbal and written communication skills, with a keen eye for detail.
- Excel at problem-solving and finding solutions
- Manages time effectively, juggling multiple tasks and platforms
- Accountability: Take ownership of goals and show initiative within the team
- Resilience and the ability to handle escalated requests
- Eager to learn about our business and operating systems
Amazing benefits we’ll provide:
Our benefits are designed to help everyone enjoy a fulfilling, productive and balanced life in & out of work. Find out more at: http://bit.ly/3QLA5uO. Some of our benefits include:
- Successful business fuelled by innovation, respect and passion
- Employee Share Option Plan
- Lawpath Career Framework
- Flexible working and WFH
- Annual Learning Stipend
- Generous parental leave policy for parents and carers
- Culture of transparency
- Birthday Leave
- Culture Calendar
- Funky office in Surry Hills
Lawpath celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
This is a great opportunity to join a fast growing and sociable company in an exciting new industry. Please apply with your CV. You need to have full legal working rights to work in Australia to be considered for this position.
