📍 Job Overview

Job Title: Customer Support and Operations Specialist
Company: Legatics
Location: London, England, United Kingdom
Job Type: Hybrid (On-site & Remote)
Category: Customer Support & Operations
Date Posted: June 17, 2025
Experience Level: 2-5 years
Remote Status: Remote-friendly (UK only)

🚀 Role Summary

Serve as the primary point of contact for global customers, providing exceptional support and ensuring operational excellence.
Troubleshoot technical issues, track customer interactions, and enhance support processes using AI-driven tools.
Collaborate with cross-functional teams to improve customer success, training, onboarding, and offboarding processes.
Contribute to the continuous improvement of support workflows and increase responsiveness through AI-based tools.

📝 Enhancement Note: This role focuses on customer support and operations, with a significant emphasis on leveraging AI to enhance processes and increase efficiency. Candidates should be comfortable working with AI-driven tools and have a customer-centric mindset.

💻 Primary Responsibilities

Customer Support (approx. 50% of role):
- Respond promptly to customer support tickets via email, chat, and phone, ensuring excellent customer service at all times.
- Troubleshoot and resolve basic technical issues or escalate complex problems to the appropriate team.
- Track, monitor, and document all customer interactions using support platforms and CRM software.
- Collect customer feedback and report insights to product teams to inform process improvements.
- Coordinate release coordination and downtime notifications with product and marketing teams.
- Act as an escalation point for out-of-hours support calls and liaise with third-party providers on rota and script changes.
- Proactively identify opportunities to introduce AI-based tools to enhance support workflows and increase responsiveness.
- Collaborate with the product team to improve the knowledge base and create/update articles in line with product releases.
Customer Success Training Support (approx. 30% of role):
- Assist in creating and delivering training materials, such as knowledge base articles, user guides, and video tutorials.
- Conduct live customer training sessions and respond to questions.
- Continuously improve training efficiency and reach through automation and AI-enhanced content creation.
Customer Onboarding and Offboarding (approx. 20% of role):
- Guide new customers through the onboarding process, ensuring a smooth transition to the platform or service.
- Set up initial customer accounts, configure product settings, and provide basic product training.
- Provide product demonstrations and ensure customers understand key features and functionality.
- Follow up with new customers to ensure they are comfortable using the product and address any questions they may have.
- Manage the offboarding process for departing customers, ensuring a professional and smooth exit experience.
- Ensure all customer data is handled in compliance with company policies and regulations.

📝 Enhancement Note: This role requires strong organizational skills, multitasking, and time-management abilities to manage complex, multi-stakeholder projects and processes effectively.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: Proven experience in project coordination, customer success, customer support, or customer operations roles.

Required Skills:

Strong organizational skills, including multitasking and time-management.
Excellent communication and interpersonal skills.
Strong problem-solving skills and attention to detail.
Familiarity with project management frameworks and software.
Experience in automation or process improvement projects.
Good teamwork ability.
Basic knowledge of APIs and their role in integrating platforms.
Awareness of legal document management systems (DMS) and eSignature workflows (e.g., DocuSign).

Preferred Skills:

Experience with Datadog for application performance monitoring and infrastructure metrics tracking.
Proficiency in Salesforce CRM for managing customer records, workflows, and reporting.
Experience with data visualization tools (e.g., Tableau, Power BI) to create meaningful dashboards and insights from complex datasets.
Proficient in Google Workspace (Google Suite) for collaboration, document management, and streamlined communication.
Experience with Outreach for customer engagement and Microsoft Teams for internal communication and collaboration.
Familiarity with legal document management systems (DMS) and eSignature workflows.

📝 Enhancement Note: While relevant system knowledge is beneficial, Legatics is willing to provide training and support for the right candidate with a strong foundation in customer support and operations.

📊 Web Portfolio & Project Requirements

Customer Support Portfolio: A portfolio showcasing your customer support experience, including examples of successful issue resolution, customer feedback management, and process improvement initiatives.
Training Materials: Examples of training materials you've created or contributed to, demonstrating your ability to explain complex concepts clearly and effectively.
Onboarding/Offboarding Case Studies: Case studies or examples demonstrating your ability to manage customer onboarding and offboarding processes efficiently and professionally.

📝 Enhancement Note: While a portfolio is not explicitly required, providing relevant examples of your work can strengthen your application and demonstrate your skills and experience more effectively.

💵 Compensation & Benefits

Salary Range: £30,000 - £35,000 per annum depending on experience.

Benefits:

25 days holiday per year (plus public holidays).
Early Finish Fridays – on the last Friday of every month, finish at lunchtime!
Pension with NEST.
Personal Learning & Development budget.
Access to mental healthcare for you and your immediate family.
Enhanced parental leave policies.
Lots of opportunities for accelerated professional development and career progression.
Work alongside a supportive and talented team with the opportunity to grow one of the world’s leading LegalTech scale-ups.
A warm, genuinely collaborative culture and an awesome team.
Regular socials.

📝 Enhancement Note: The salary range for this role has been estimated based on market research for similar roles in the UK LegalTech industry. The benefits package is competitive and focused on employee well-being and professional development.

🎯 Team & Company Context

Company Culture: Legatics is an AI-first company that actively looks for opportunities to leverage artificial intelligence across its business to improve processes, increase efficiency, and accelerate delivery. The company fosters a customer-centric approach and a collaborative, supportive team environment.

Industry: Legal Technology (LegalTech)

Company Size: Medium (51-250 employees)

Founded: 2015

Team Structure:

The Customer Team, within which this role is situated, is responsible for providing exceptional support to Legatics' global customer base and ensuring smooth operations.
The team collaborates closely with other departments, including Product, Marketing, and Sales, to address client queries, resolve technical issues, and contribute to the continuous improvement of support processes.
The Customer Support and Operations Specialist will report directly to the Head of Customer and work closely with other team members to maintain operational excellence.

Development Methodology:

Agile methodologies are employed to manage customer support tickets and improve support processes continuously.
Collaboration tools, such as Microsoft Teams, are used to facilitate communication and streamline workflows.
Customer feedback is collected and analyzed to inform process improvements and product development.

Company Website: www.legatics.com

📝 Enhancement Note: Legatics' focus on AI-driven tools and processes presents an excellent opportunity for candidates interested in leveraging technology to enhance customer support and operations.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry to mid-level position within the Customer Support and Operations function, offering opportunities for professional development and career progression.

Reporting Structure: The Customer Support and Operations Specialist will report directly to the Head of Customer and collaborate closely with other team members to maintain operational excellence.

Technical Impact: This role has a significant impact on Legatics' customer satisfaction and success by ensuring exceptional support, smooth operations, and continuous improvement of support processes using AI-driven tools.

Growth Opportunities:

Customer Success: Develop expertise in customer success strategies and best practices, contributing to Legatics' customer retention and growth.
Process Improvement: Gain experience in process improvement and automation, leveraging AI-driven tools to enhance support workflows and increase responsiveness.
Team Leadership: Demonstrate strong performance and leadership potential to progress into a team management or senior customer support role.

📝 Enhancement Note: Legatics' focus on AI-driven tools and processes presents an excellent opportunity for candidates interested in leveraging technology to enhance customer support and operations and advance their careers in the LegalTech industry.

🌐 Work Environment

Office Type: Legatics' office is a modern, collaborative workspace designed to foster creativity, innovation, and teamwork. The company encourages a flexible, hybrid work arrangement that combines on-site and remote work.

Office Location(s): Legatics' headquarters is located in London, with additional offices in New York and Sydney. The Customer Support and Operations Specialist role can be based in any of these locations or performed remotely from within the UK.

Workspace Context:

Collaborative Environment: The office features open-plan workspaces, meeting rooms, and breakout areas designed to facilitate collaboration and communication among team members.
Development Tools: Legatics provides access to the necessary tools and software for customer support and operations, including support platforms (e.g., Intercom), CRM software (e.g., Salesforce), and data visualization tools (e.g., Tableau).
Cross-Functional Collaboration: The Customer Support and Operations team works closely with other departments, such as Product, Marketing, and Sales, to address client queries, resolve technical issues, and contribute to the continuous improvement of support processes.

Work Schedule: Legatics operates a standard business hours schedule, with some flexibility for out-of-hours support call escalations. The company offers early finish Fridays on the last Friday of every month.

📝 Enhancement Note: Legatics' flexible, hybrid work arrangement and collaborative office environment provide an ideal setting for candidates seeking a balance between on-site collaboration and remote work.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to discuss your application, experience, and career goals.
Technical Assessment: A practical assessment of your customer support and operations skills, focusing on your ability to troubleshoot technical issues, track customer interactions, and enhance support processes using AI-driven tools.
Behavioral Interview: A discussion-focused interview to assess your problem-solving skills, teamwork ability, and cultural fit within Legatics' collaborative and customer-centric environment.
Final Interview: A meeting with the Head of Customer to discuss your assessment results, answer any remaining questions, and make a final hiring decision.

Portfolio Review Tips:

Highlight your customer support experience, including successful issue resolution, customer feedback management, and process improvement initiatives.
Demonstrate your ability to create and deliver training materials, such as knowledge base articles, user guides, and video tutorials.
Showcase your onboarding and offboarding process management skills through case studies or examples.

Technical Challenge Preparation:

Familiarize yourself with Legatics' customer support platforms, such as Intercom and Salesforce.
Brush up on your AI-driven tools knowledge, focusing on process improvement and automation.
Prepare examples of your customer support and operations experience, emphasizing problem-solving, teamwork, and customer-centric mindset.

ATS Keywords: Customer Support, Customer Success, Project Coordination, Process Improvement, AI-driven Tools, LegalTech, Hybrid Work, Remote Work, On-site Work, Customer Operations, Technical Troubleshooting, Customer Feedback, Training Materials, Onboarding, Offboarding, Agile Methodologies, Collaboration Tools, Microsoft Teams, Salesforce, Datadog, Tableau, Power BI, Google Workspace, Outreach, DocuSign, Legal Document Management Systems.

📝 Enhancement Note: Legatics' interview process focuses on assessing candidates' customer support and operations skills, problem-solving abilities, and cultural fit within the company's collaborative and customer-centric environment.

🛠 Technology Stack & Web Infrastructure

Customer Support Platforms:

Intercom: A customer communication platform used for tracking, monitoring, and documenting customer interactions.
Salesforce: A CRM software used for managing customer records, workflows, and reporting.

AI-driven Tools:

Datadog: A monitoring service for application performance, infrastructure metrics, and visualizing system health.
Data visualization tools (e.g., Tableau, Power BI): Platforms used to create meaningful dashboards and insights from complex datasets.

Collaboration Tools:

Microsoft Teams: A digital workplace for team communication, meetings, and file sharing.
Google Workspace (Google Suite): A collaboration and productivity suite for document management, streamlined communication, and teamwork.

📝 Enhancement Note: Legatics' technology stack focuses on customer support, AI-driven tools, and collaboration, enabling the Customer Support and Operations team to provide exceptional service, enhance support processes, and work effectively with other departments.

👥 Team Culture & Values

Customer-Centric Values:

Customer Focus: Put customers at the heart of everything we do, ensuring exceptional support and a seamless experience.
Continuous Improvement: Regularly review and enhance our processes to increase efficiency and effectiveness.
Collaboration: Work together to achieve common goals, sharing knowledge, and supporting each other's success.
Innovation: Embrace change and leverage technology to drive progress and improve our services.

Collaboration Style:

Cross-Functional Integration: Work closely with other departments, such as Product, Marketing, and Sales, to address client queries, resolve technical issues, and contribute to the continuous improvement of support processes.
Code Review Culture: Collaborate with the product team to improve the knowledge base and create/update articles in line with product releases.
Knowledge Sharing: Share expertise and learn from colleagues to enhance customer support and operations skills and drive continuous improvement.

📝 Enhancement Note: Legatics' customer-centric values and collaborative culture foster an environment where Customer Support and Operations Specialists can thrive and make a significant impact on the company's success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

AI-driven Tools Integration: Identify opportunities to introduce AI-based tools to enhance support workflows and increase responsiveness, requiring a strong understanding of AI-driven tools and processes.
Process Improvement: Continuously review and improve support processes, requiring strong problem-solving skills and a customer-centric mindset.
Technical Troubleshooting: Troubleshoot complex technical issues, requiring a solid understanding of customer support platforms, AI-driven tools, and collaboration tools.

Learning & Development Opportunities:

Customer Success: Develop expertise in customer success strategies and best practices, contributing to Legatics' customer retention and growth.
Process Improvement: Gain experience in process improvement and automation, leveraging AI-driven tools to enhance support workflows and increase responsiveness.
Team Leadership: Demonstrate strong performance and leadership potential to progress into a team management or senior customer support role.

📝 Enhancement Note: Legatics' focus on AI-driven tools and processes presents an excellent opportunity for candidates interested in leveraging technology to enhance customer support and operations and advance their careers in the LegalTech industry.

💡 Interview Preparation

Technical Questions:

Customer Support Platforms: Demonstrate your understanding of customer support platforms, such as Intercom and Salesforce, and their role in tracking, monitoring, and documenting customer interactions.
AI-driven Tools: Explain your experience with AI-driven tools and how you've leveraged them to enhance support workflows and increase responsiveness in previous roles.
Problem-Solving: Share examples of complex technical issues you've troubleshot and resolved, highlighting your problem-solving skills and attention to detail.

Company & Culture Questions:

Customer-Centric Culture: Describe your experience working in a customer-centric environment and how you've contributed to enhancing customer satisfaction and success.
Collaboration: Explain your approach to collaboration and provide examples of how you've worked effectively with cross-functional teams to address client queries, resolve technical issues, and improve support processes.
Innovation: Discuss your experience with innovation in customer support and operations, highlighting examples of AI-driven tools or other technologies you've implemented to drive progress and improve services.

Portfolio Presentation Strategy:

Customer Support Portfolio: Highlight your customer support experience, including successful issue resolution, customer feedback management, and process improvement initiatives.
Training Materials: Showcase your ability to create and deliver training materials, such as knowledge base articles, user guides, and video tutorials, demonstrating your understanding of customer support platforms and AI-driven tools.
Onboarding/Offboarding Case Studies: Present case studies or examples demonstrating your ability to manage customer onboarding and offboarding processes efficiently and professionally, emphasizing your problem-solving skills and customer-centric mindset.

📝 Enhancement Note: Legatics' interview process focuses on assessing candidates' customer support and operations skills, problem-solving abilities, and cultural fit within the company's collaborative and customer-centric environment. Prepare thoroughly and be ready to share specific examples and anecdotes that demonstrate your expertise and passion for customer support and operations.

📌 Application Steps

To apply for this Customer Support and Operations Specialist position:

Submit your application through the application link provided in the job listing.
Customize Your Resume: Tailor your resume to highlight your customer support and operations experience, focusing on problem-solving, teamwork, and customer-centric mindset. Include relevant keywords, such as those listed in the ATS Keywords section.
Prepare Your Portfolio: Curate a portfolio showcasing your customer support experience, training materials, and onboarding/offboarding process management skills. Include specific examples of your ability to troubleshoot technical issues, enhance support processes using AI-driven tools, and collaborate effectively with cross-functional teams.
Research Legatics: Familiarize yourself with Legatics' customer-centric values, collaborative culture, and AI-driven tools. Prepare thoughtful questions to ask during the interview process, demonstrating your interest in the company and role.
Practice Technical Interview Questions: Review the technical interview questions provided in the Interview Preparation section and practice your responses, ensuring you can clearly and concisely articulate your customer support and operations experience and expertise.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support & Operations Focus:

Tailor every section specifically to customer support and operations roles, emphasizing customer-centric mindset, problem-solving skills, and teamwork abilities.
Include customer support platforms, AI-driven tools, and collaboration tools relevant to the role.
Address customer success, training, onboarding, and offboarding processes, highlighting the candidate's ability to manage complex, multi-stakeholder projects and processes effectively.
Emphasize the candidate's experience with AI-driven tools and their potential to enhance support workflows and increase responsiveness.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, AI-driven tools, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and operations-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support and operations specialization.

Industry Expertise:

Include specific customer support platforms, AI-driven tools, and collaboration tools relevant to the role.
Address customer success, training, onboarding, and offboarding processes, highlighting the candidate's ability to manage complex, multi-stakeholder projects and processes effectively.
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
Include customer support and operations-specific interview preparation and coding challenge guidance.
Emphasize customer support and operations team culture, cross-functional collaboration, and user impact measurement.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and operations industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support and operations professionals.
Provide actionable insights that give customer support and operations candidates a competitive advantage.
Focus on customer support and operations team culture, cross-functional collaboration, and user impact measurement.

Customer Support & Operations Portfolio & Project Requirements:

Emphasize customer support experience, including successful issue resolution, customer feedback management, and process improvement initiatives.
Address training materials, onboarding, and offboarding process management skills through case studies or examples.
Highlight the candidate's ability to troubleshoot technical issues, enhance support processes using AI-driven tools, and collaborate effectively with cross-functional teams.

Avoid:

Generic business jargon not relevant to customer support and operations roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support and operations terminology unless relevant to the specific role.
Marketing language unrelated to customer support and operations.

Generate comprehensive, customer support and operations-focused content that serves as a valuable resource for candidates seeking their next opportunity in the LegalTech industry.

Customer Support and Operations Specialist