Offer summary

Qualifications:

Exceptional attention to detail and written communication skills., Strong understanding of the law firm process and candidate skill improvement., Proactive mindset with a willingness to ask questions and learn., Ability to work quickly and intensely in a small team environment..

Key responsabilities:

Oversee the support inbox and maintain 'inbox zero' with friendly responses.

Develop and update FAQs and knowledge bases to reduce repetitive inquiries.

Conduct regular check-ins with members to boost retention.

Monitor and report on key support metrics like response time and user satisfaction.

Job description

The Company

Hey - I’m Jaysen. I run The Corporate Law Academy or ‘TCLA’. It's the largest forum in the legal profession.

The goal is simple: school and university teach you theory. The legal world requires a different set of skills, like clear writing and speaking, or an understanding of the financial world. We’re building Khan Academy for the working world to bridge the gap between the two.

Our forum is big. We get up over 2,000 posts a week between September and February, 60,000 monthly active users and a 9 minute average engagement time. We care a lot about fostering a community, because the legal journey is tough, and it’s only made easier if you’re surrounded by people who lift each other up.

We support these students and graduates through a variety of training.

The Role

We’re hiring a future trainee solicitor to join our team.

Given the nature of your stage, you can tell us how long you'd like to work this role for. Ideally, it would be more than six months, but we can flexible.

As a customer service specialist, it’s your job to make our customers happy. This means fast response times, a kind, empathetic approach, and a willingness to go above and beyond to deliver exceptional service. You’re not afraid to jump on a call if that means solving the problem more quickly.

Importantly, you are excited by the idea of taking charge of customer service at TCLA. This means introducing systems to make sure you get feedback on what to do better or feeding back to the team when something isn’t working and needs to be fixed. You’re proactive about updating our customers with new information, scheduling check ins, and you have a strong commercial mindset because you understand how stand-out customer service fits into client retention.

Day to Day Responsibilities

Oversee the support inbox, maintaining ‘inbox zero’ daily with a friendly response to queries and scheduling calls to diagnose issues.
Develop and update FAQs, SOPs, and knowledge bases to reduce repetitive inquiries, and feeding back important issues to the team.
Proactively conduct regular check-ins (calls) with Bronze & Gold members to boost retention.
Monitor and report on key support metrics (e.g., average response time, user satisfaction).

Requirements

We are looking for the following skills, motivations and attributes:

You must have exceptional attention to detail and written communication skills.
You should be someone who is energised at the thought of supporting customers day to day.
You care deeply about helping people to succeed in the working world.
You lead with kindness. Your care shows in the way you write and support aspiring lawyers, as well as your support for the rest of the team.
You have an exceptional understanding of the law firm process and how a candidate can improve their skills.
You have a growth mindset: you understand that while you may not know everything, you are willing to ask questions and try to work things out. You like stretching your comfort zone because you know that’s where you’ll grow.
You act with speed and intensity. We are a small team and we’ve been able to achieve a lot by working quickly and intensely.
You will go above and beyond to support other members of the team.

This is a great article for more guidance on how we think about customer service at TCLA.

Benefits

Why join us?

This role is very much on the frontlines. Your work will have a tangible impact on the people you help.

The best part of working for TCLA is that we see the real impact we have on our members day to day. We care deeply about sharing the most valuable information we find to people who haven’t otherwise had access to this information.

You'll be in an environment where you’re appreciated and valued. Our most common feedback is the best part of working for TCLA is the team. We work hard, care about what we do and care about each other.

Finally, we pride ourselves on being kind and authentic. We’ll bend over backwards to make sure you are heard and supported.