Support Manager (Lawyer community)

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 including Google Ventures and Episode 1, and from founders and executives who've built some of the biggest startups like Bloom & Wild, Primer, SignalAI, Spotify, Meta, Curve, Monzo, Tide.

The Role

The Support Manager (Lawyer Community) is responsible for overseeing and coordinating all administrative and operational support services provided to our in-house legal team and lawyers on the platform. Forming a core pillar of the Customer Operations Department, Lawyer Support focuses on delivering a world-class experience for our consultants, from the moment of onboarding to managing all their cases via the platform. You and your team will be the point of contact, responding to queries ranging from platform support, postal support, paralegal activities, payment operations and compliance topics.

The ideal candidate will have strong organisational skills, and be able to manage high workloads with a drive to create a 5* experience for our lawyers.

Lawyer Support

• Be responsible for maintaining high response times and resolution times for all inbound lawyer queries.
• Effectively manage the Lawyer Support inbox, triage and priorities incoming chats and emails.
• Escalation point for serious complaints regarding lawyer behaviour and case quality.
• Effectively create new processes to reduce inbound volume and improve performance metrics.

Lawyer Success

• Work closely with our Sales and Lawyer Success team to create a seamless process for joining the platform.
• Work closely with Head of Legal Operations to prepare and deliver onboarding training sessions on the BuzzFlow Framework
• You’ll work with product to drive platform improvements, based on Support data, spotting trends and feeding this to internal teams including Sales.
• Drive efficiencies through assessment of vendors for legal services, such as our postal providers, barristers, surveyors, search providers.

Compliance & Risk Management

• Ensure that all legal support activities comply with internal policies, SRA rules and Law Society best practices.
• Provide review and admin support to Firm Supervisor / COLP to review and approve off all undertaking and cost schedule requests in a timely manner.
• Create and maintain undertaking & compliance report registers.
• Provide support to COLP to execute on all admin related tasks associated with maintaining and updating all internal & external compliance documentation.
• Provide triage support for new compliance reports.
• Support our COLP on Compliance processes, and be responsible for recording of all Data Breach reports, maintaining, contributing towards and execution of Data Breach playbook.
• Maintain and update Own & AML Risk Assessment processes for new cases and clients.

Customer Operations

• Work closely with the Client Support Manager and QA Team Lead to improve processes to drive positive improvements for lawyers across the board.
• Be the VOC representative for lawyers in team meetings.

Experience

• Minimum of 5 years of experience working within private legal practice, with at least 2 years in a managerial, supervisory role or team leader role.
• Demonstrated experience managing high volume caseloads.
• Demonstrated history of hybrid working or fully remote work.
• Strong understanding of legal processes across different legal practice areas, case management, and administrative support functions.
• Demonstrated experience working within a private practice law firm or in house legal department environment.
• Ability to work in a fast-paced, team-oriented environment.

Qualifications

• Bachelor’s degree
• Legal training
• Demonstrated experience within private legal practice

✈️ 34 Holidays (25 days annual leave + your birthday off + bank hols in England)

🏠 Quality home workstation setup/equipment

💰 Equity (Share Options)

💰 Pension

⛳️ Regular team building activities, socials, and annual retreat!