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.

Responsibilities

Lawyer Support

• Be responsible for maintaining high response times and resolution times for all inbound lawyer queries.
• Effectively manage the Lawyer Support inbox, triaging and prioritizing incoming chats and emails.
• Act as an 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.
• Collaborate with the Head of Legal Operations to prepare and deliver onboarding training sessions on the BuzzFlow Framework.
• Work with product teams 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, and 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 all undertaking and cost schedule requests in a timely manner.
• Create and maintain undertaking & compliance report registers.
• Support the COLP in executing all admin-related tasks associated with maintaining and updating all internal & external compliance documentation.
• Provide triage support for new compliance reports.
• Assist our COLP on Compliance processes, responsible for recording all Data Breach reports, maintaining, contributing towards, and executing the 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 that drive positive improvements for lawyers across the board.
• Be the VOC representative for lawyers in team meetings.