Customer Care Specialist

2 weeks ago

Surry Hills, Australia Lawpath Full time

**Snapshot 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**

**Your day-to-day responsibilities will include**:

- 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**:

- 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

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