Customer Care Specialist at Lawpath

Permanent Full-Time, People & Culture, Sydney, New South Wales sydney full-time
Posted 13 days ago

Our application process

We will take you to our application page, but promise the process will be quick. Simply upload your CV, cover letter (optional) and answer 3 questions (salary, availability & working rights). Done, your time is precious.

About the company

Lawpath is Australia’s largest online legal platform for small businesses, disrupting a $100B industry and shaping the future of legal services.

With multiple awards in our pockets (including the Deloitte Fast 50 for 2020), Lawpath has regularly been listed as one of Australia’s fastest growing business to watch. We use technology to make legals faster, simpler and more cost-effective. We’ve helped over 200,000 businesses save in excess of $100m in legal fees!

We have recently closed one of the largest funding rounds in Australian legaltech history and we’re looking to expand the team to accelerate our spot as Australia's leading legal service business. We have an exciting new opportunity available within our customer support team.

This is an unbeatable opportunity to hit the ground running and help fuel Lawpath’s growth as the largest player in Australia’s legal technology scene.

About the position

This position is the perfect fit for a switched on individual who enjoys providing a positive customer experience through a range of customer care activities. This role has a clear career progression path where you will be provided with the resources you need to grow and develop.

Your day-to-day responsibilities will include:

  • The first point of contact for all customer support issues via chat and over the phone
  • Managing both the support and billing inbox
  • Assisting the sales team with achieving their targets by sending through potential leads that come over the phone or online chat
  • Taking full ownership of customer support issues from diagnosis through to resolution
  • Recording and tracking all customer support issues through our CRM systems (Salesforce and Intercom)
  • Reporting any bugs and use issues from end users
  • Recommending potential products or services to management by collecting customer information and analysing customer needs
  • Identifying and suggesting how we can continuously improve our support and customer experience

To be successful, you will need:

  • Customer service superstar - someone who loves helping people
  • Strong verbal and written communication skills
  • Resourceful in finding answers themselves whilst also knowing when to escalate/seek help from others
  • Ability to quickly learn and use various systems
  • Strong attention to detail
  • Able to collaborate with customers to problem solve and find a resolution
  • Effectively multitask and manage competing priorities


  • An ever-growing business where culture is fuelled by success
  • Competitive remuneration package
  • The opportunity to work autonomously and own a key part of our success
  • Friday night catch-ups (with music and drinks)
  • Quarterly team celebrations
  • Funky office in Surry Hills close to Bars, Cafes and Transport
  • Frequent team lunches and social outings

Take this great opportunity to join a fast growing and sociable company in an exciting new industry. Please apply with your CV. You need to have full legal working rights to work in Australia to be considered for this full-time position.