Customer Care Specialist

**Come join our mission**

At Lawpath, we're revolutionising the way legal and accounting services are delivered

As Australia’s largest online platform for Legal, Accounting, and Business Support, we’ve helped over 400,000 businesses save more than $100 million in fees

Join our dynamic team and be part of a company that is transforming the legal and accounting landscape. We make it easy to start and run a business with our all-in-one technology platform. Come along on the journey as we aim to support 1,000,000 businesses by 2030

At Lawpath, you'll have the opportunity to work with talented professionals who are passionate about making a real difference. This includes working alongside the 2024 winners of the Young Entrepreneur Awards and contributing to one of the top innovative firms across Asia-Pacific. Come along on this ride to help small businesses turn their dreams into a reality

**About the role**
- Help customers navigate our Legal and Business solutions, providing guidance and referring potential leads to our sales team.
- Own customer support challenges from start to finish, collaborating with internal teams to resolve issues effectively.
- Keep track of all customer interactions and support tickets using tools like Salesforce, Notion, and Intercom.
- Investigate, troubleshoot, and report any platform bugs or user issues to ensure seamless experiences.
- Act as the voice of our customers—suggest new services and improvements based on their feedback.
- Champion process enhancements to elevate the overall customer experience.
- Work closely with other teams

**What Makes You a Great Fit**:

- You’re a natural people person - empathetic, positive, and dedicated to creating positive customer experiences.
- You excel at asking the right questions, uncovering solutions, and keeping the customer at the heart of everything you do.
- Prior experience in Level 1 tech support or customer-facing roles is a plus but not a dealbreaker—we value passion and potential
- A basic understanding of business and company structures is helpful, but your eagerness to learn matters most.
- You thrive on going the extra mile for customers, all while setting realistic expectations.
- Your communication skills are second to none - polished, clear, and detail-oriented in both written and spoken form.
- Problem-solving is your superpower, and you have a knack for finding creative solutions.
- You’re a multitasking pro, juggling tasks and platforms with ease.
- Ownership and accountability come naturally - you’re driven to meet goals and take initiative.
- You stay calm under pressure and can confidently handle escalated requests with resilience.
- Eager to learn about Lawpath and assist in achieving company goals

**Amazing benefits we’ll provide**:
A generous ESOP to reward your hard work
An additional paid day of leave for your birthday
Generous parental leave policy for parents and carers
A genuine flexible work-from-home policy to assist you in balancing your work and personal life
Annual Learning Stipend for you to allocate towards any course of your choice, supporting both your personal or professional growth
Mentoring Program to facilitate your growth and development by tapping into the experience of our accomplished business leaders
✨Culture of transparency supported by initiatives such as regular CEO Town halls, regular employee feedback surveys and end-of-month department performance reports shared across the business
Culture Calendar with monthly activities, birthday cake celebrations and team-building days
Discounted gym membership that’s a 2-min walk from our office
End-of-trip facilities to make your commute smooth & easy