Customer Support Associate

Lawhive • Austin, TX

1d • $60,000 - $75,000 • Onsite

About The Position

This isn't your typical support role - you'll be one of the founding members of our US Customer Operations team, which means you're not just answering tickets, you're building the foundation of how we show up for customers. You'll be the voice customers hear when they need us most, turning moments of confusion into moments of delight. If you're energized by ambiguity, love moving fast, and want ownership over something you can genuinely call yours, this is the role.

Requirements

• Previous experience in a high-volume, multi-channel support role
• The ability to perform in a fast-paced, early-stage startup environment
• Empathy-driven mindset with a genuine desire to help people
• Excellent written and verbal communication
• Complex problem solving and critical thinking skills
• Strong organizational and problem solving skills
• The ability to work independently and in a team setting

Nice To Haves

• background or previous experience in a legal setting
• previous experience with a B2B2C marketplace business model

Responsibilities

• Be the human behind the AI: You'll be the first point of contact for clients and lawyers, delivering thoughtful, fast support across email, chat, and phone that makes people feel genuinely taken care of
• Own the hard stuff: Triage and escalate complex issues while resolving routine inquiries end-to-end. You'll be trusted to make judgment calls and solve problems autonomously
• Run the day-to-day ops that matter: From managing online reviews to handling escalations to keeping internal processes running smoothly, you'll keep the engine running while we grow
• Spot what's broken and fix it: You'll surface trends, friction points, and user confusion and actually do something about it by improving workflows, refining product experience, and making the next customer's life easier
• Build the playbook: Create and maintain the resources customers rely on including help docs, macros, and onboarding comms

Benefits

• Healthcare benefits: 'Premium' plan with 100% employee cover and 50% dependent cover
• Vacation: 20 days + 11 Federal holidays + 1 day of Birthday leave
• 401k: Matching contribution up to 2% of salary
• Equity: Options in Lawhive LTD

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed