Head of Customer Operations

We're looking for a Head of Customer Operations to join us, overseeing our diverse customer and client operations teams. Your role will be pivotal in leading them towards our shared goal of democratizing access to the law.

As our Head of Customer Operations, you'll oversee our growing teams in customer service, solicitor support & legal operations, and B2C sales, shaping exceptional client experiences. With your leadership, we'll refine processes and communication to drive top performance and achieve our goals. If you have a commercial mindset, excellent communication skills, and a passion for problem-solving, join us and be part of our dynamic, high-growth startup environment.

What the job involves:

• Line manage 3-6 managers of small, rapidly growing teams in customer service, solicitor support & legal operations, and B2C sales
• Develop playbooks, processes, and strategies for exceptional client experiences
• Enabling a positive experience for solicitors via our Solicitor support and Legal Operations team
• Lead an 8-16 person B2C sales team to top performance by refining processes and improving communication
• Passionately building and shaping teams, guiding them towards high performance and execution through coaching
• Continually problem-solving and crafting innovative processes to enhance efficiency
• Encouraging a focused and creative mindset within your teams, with target achievement as their central objective
• Diving into every task, addressing client and company needs hands-on, mastering processes to drive continuous improvement

Requirements

• 5-7 years experience leading a customer facing teams in a busy, multi-channel environment
• Experience leading multiple, rapidly growing teams, currently 20-40 people
• Previous experience in a fast paced, early stage tech startup
• Commercial and high performance mindset
• Excellent communication skills, both written and verbal
• Strong problem-solving and decision-making abilities
• Empathy and patience when dealing with customer issues

Desirable

• Previous experience in sales
• You've had experience in the legal industry or can show a demonstrable interest in the law
• You have founded a business, charity or have been an early hire at a high growth startup

BenefitsWho we are?We're on a mission to make sure everyone has access to the law.

Lawhive is an online platform for consumers and small businesses to get legal help for a fraction of the cost of a law firm. Our platform combines regulated human lawyers collaborating alongside the world's first AI lawyer specifically built for consumer legal work.

Equal access to the law is one of the biggest and most pressing unsolved problems in society today. We're passionate about levelling the playing field and believe access to the law should be a basic utility in society.

Our AI lawyer Lawrence is built on top of our own fine-tuned LLM and recently passed the Solicitors Qualifying Exams (SQE).

We have backing from leading US and UK VC funds and from founders and executives who've built some of the biggest startups like Bloom & Wild, Primer, SignalAI, Spotify, Meta, Curve, Monzo, and Tide.

We offer our team members:

• ✈️ 34 Holidays (25 days annual leave + your birthday off + public holidays)
• 🏠 Enjoy a fully remote working arrangement for a better work-life balance
• 💰 Competitive remuneration package
• ⛳️ Regular team building activities and socials
• 💻 Home set up support
• 📈 Share Options available