Customer Service Specialist

"Selling the premium product in a sophisticated market is incredibly satisfying. I feel accomplished.”

Customer Service Specialist, LEAP Online Payments

Location: Battersea Office

• You will play a key role in ensuring the highest level of client satisfaction, providing efficient and responsive support, and helping resolve issues effectively.
• You will require excellent communication skills, a keen attention to detail, and a passion for helping others
• Permanent, Full-time, Hybrid

About LEAP
LEAP is a world-leading provider of legal practice productivity solutions and a proud member of ATI, one of the largest international legal tech companies. For more than 30 years, our passion for continuous improvement and innovation has driven us to reimagine the tools that lawyers and their teams rely on every day—always in service of our guiding purpose: to help lawyers who help people.

Our market-leading software empowers over 100,000 legal professionals at small to mid-sized law firms. Through our partnership with sister company FeeWise, LEAP offers seamless online payment capabilities.

At LEAP Online Payments, we’re more than a high-growth business; we’re a dedicated team committed to delivering exceptional products and services that simplify payment processes for law firms. Our dynamic work environment celebrates growth, innovation, and a shared drive to make a meaningful impact.

Join us and become part of a forward-thinking company that truly values talent, hard work, and ambition.

Requirements

What you'll do

Client Support:

• Serve as the primary point of contact for clients, responding to inquiries via phone, email needing assistance with our products and services
• Proactively identify and resolve client issues or concerns in a timely and efficient manner, ensuring a high standard of service
• Serve as the primary point of contact for channel partners through the escalation channel, ensuring timely resolution of high-priority issues, maintaining strong partner relationships, and coordinating cross-functional support where necessary
• Gain a strong understanding of Feewise’s products and services to effectively communicate with clients and provide solutions
• Assist clients with account-related inquiries, including account setup, troubleshooting, and account maintenance.
• Collect and record client feedback, providing actionable insights to improve service delivery and user experience.
• Work closely with other departments (e.g., Sales, Dev Support, and channel partners) to address client needs and ensure seamless service
• Accurately document client interactions, issues, and resolutions in the company’s CRM system (Hubspot)

Operational Support:

• Perform various ad hoc duties as assigned by the Senior Operations Manager, contributing to the smooth running of operations
• Assist in the development and implementation of operational processes and procedures to enhance efficiency and effectiveness
• Maintain accurate records and documentation related to client interactions and operational tasks to ensure compliance and efficiency
• Provide feedback to improve client support practices and operational efficiency, identifying areas for process improvement

What you'll bring

• Previous customer support experience is preferred; experience in financial services or tech support is a plus
• Experience in providing customer support via various communication channels (phone, email, Slack)
• Excellent verbal and written communication skills
• Strong problem-solving skills and attention to detail
• Ability to work under pressure and manage multiple tasks simultaneously
• Proficiency with CRM software (preferably experience with Salesforce and HubSpot), and Microsoft Office Suite
• Customer-focused with a passion for delivering exceptional service
• Friendly and approachable demeanor
• Strong work ethic and team-oriented attitude
• Ability to adapt to new tools and technology quickly

LEAP is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some, but not all, of the requirements above, we encourage you to still submit your application.

Benefits

What you'll get

In addition to a competitive salary and commission, we provide a comprehensive benefits package.

• LEAP contributes 8% of your salary into your pension
• Private health insurance, including optical and dental
• £50 a month gym contribution
• Life insurance cover
• Employee Assistance Program
• Professional Development Fund
• Enhanced parental leave
• PerkBox membership
• Cycle to work scheme
• 25 days holiday (plus 8 bank holidays)
• Work anniversary rewards
• Paid time off to give blood
• Volunteer day – We offer 1 day per year for a charity of your choice
• Free healthy breakfast, light lunch, snacks
• A dog friendly office

Life at LEAP
LEAP is all about impact, growth, and ownership. We’re united by a genuine passion for what we do, enriched by the care we show to our customers and each other, and driven by the difference we can make together.

LEAPster culture is about prioritising and celebrating the incredible humans behind our market-leading technology. Think performance-driven remuneration incentives, flexible hybrid work, a world-leading Parenting Policy, regular social events, free gym membership and so much more.

We strongly believe that personal development and career progression are at the heart of a healthy, high-performing culture and we’re committed to empowering LEAPsters with resources and ongoing support. With us, your career will grow as you do, with opportunities to step into new roles, explore new departments, and even work abroad.

More you should know
Discover the human side of cutting edge LegalTech.

Closing Date: Monday 14th July, 2025

We reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible