Customer Operations Executive

About us

Legl is a fast-growing, B2B LegalTech platform with a mission to bring the legal industry into the 21st century. We’re backed by some of the best venture investors in Europe ( Series B ) and we are scaling quickly on our next phase of growth.

Our mission is to make legal services work better for law firms and their clients. Since launching just over 4 years ago, we’re proud to partner with over 450 law firms, including 40 of the UK’s top 200, and some of their regulated clients as well.

The Legl team is agile, ambitious, and collaborative. We’re not an environment that suits everyone - we thrive on breaking down problems to their essence, understanding the customer, making decisions quickly, and the mindset that every day matters. For the right individuals, this is an opportunity to thrive, be rewarded, and work on exciting, impactful projects alongside talented, like-minded people, while learning and developing at a fast pace.

The Role

We are looking for a Customer Operations Executive to join our Customer Enablement team. At Legl, delivering a great experience for law firms and their clients is one of our core values. We care deeply about how lawyers and their clients interact with our platform, and we are looking for someone who can support that mission through expert support.

You’ll play a crucial role as a technical expert and internal advocate for customer issues. You’ll be instrumental in diagnosing and resolving complex problems, improving support tooling, and closing the loop between Customer Success, Engineering, and Product.

You’ll also think strategically about how technology (including AI) can reduce friction, automate root cause identification, and scale customer support. You’ll collaborate closely with the Enablement team while operating with a high degree of autonomy.

What You’ll Do

• Engage with Our Customers: Proactively and reactively communicate with customers across multiple channels to provide timely support and build value through issue investigation, triage, escalation, and resolution.
• Technical Troubleshooting & Escalation: Serve as the escalation point for front-line support by diagnosing complex user issues. Reproduce bugs, analyse logs and system behaviour, and document clear resolution paths. Collaborate with Engineering to escalate and prioritise bugs or product limitations, ensuring timely and accurate follow-up.
• Issue Lifecycle Management: Take ownership of high-impact or recurring issues from identification to resolution. Drive internal communication on status, root cause, and workarounds while identifying trends and addressing systemic gaps in customer-reported issues.
• Tooling & Automation: Identify opportunities to enhance internal support tooling, workflows, and automations (e.g. auto-responses, AI triage, and integrations). Create internal runbooks from complex resolutions and contribute to customer-facing resources like FAQs and Help Centre articles to reduce front-line dependency.
• Customer Metrics & Feedback Loop: Monitor and analyse key support metrics (e.g. SLA adherence, escalation response times, volume trends) and report insights back to the broader team to support continuous improvement.

About You

• Customer-Oriented : You care about outcomes and are always thinking about how to improve the end-user experience- even when you're not the one speaking to the customer.
• Second-Line Support Experience : Experience resolving technical issues beyond first-contact support, preferably in a SaaS or software-driven environment.
• Analytical & Methodical : Strong investigation, problem-solving, and documentation skills. You ask the right questions and follow issues through to the root cause.
• Process & Tools : Experience using and improving support systems (e.g. Zendesk, Intercom) and internal tooling. Bonus for experience with CRM integrations, logs or system behaviour analysis.
• Proactive & Autonomous : You spot patterns, anticipate problems, and take ownership of solving them.
• Curious & Ambitious : You're eager to learn and grow. You're not afraid to explore new tools, tech, or methodologies that can improve support operations.

What success looks like after 3 months:

• You are the go to person for our customers and owning multiple support channels.
• You’ve significantly reduced response and resolution time for escalated issues.
• Support SLAs are improved through clearer triage processes and better tooling.
• You’ve led the creation of internal troubleshooting guides and public Help Centre articles based on root causes.
• Complex or recurring issues are proactively flagged and resolved through Product/Engineering collaboration.
• Customer satisfaction improves, and churn risk related to technical blockers is reduced.
• You’ve identified and delivered technical or operational improvements using AI or automation.

Legl might not be the place for you if:

You're not driven by personal growth, high expectations, or if you struggle with ambiguity and change- our environment thrives on pushing boundaries, taking ownership, and adapting quickly.

But it most certainly will be if:

You’re adaptable and thrive in a fast-paced setting where priorities shift quickly. Pushing boundaries, taking ownership, and striving for more comes naturally to you. You respond to change with ease and can pivot swiftly with minimal guidance.

What’s in it for you :

• We all share in Legl’s success. Everyone at Legl receives a competitive salary & share options .
• £250 per year wellbeing budget to spend on anything which contributes to you being your best self
• Access to support sessions with a professional therapist
• £1,000 per year L&D budget to prioritise your continued development.
• We love to get together regularly: from Hackathons to Summer & Winter Parties
• An opportunity to join a well-funded, highly ambitious post-Series B startup

Diversity

At Legl, we believe that diversity drives innovation and success. We are committed to fostering an inclusive environment where everyone feels empowered to bring their authentic selves to work. By embracing diverse perspectives, backgrounds, and experiences, we strengthen our ability to deliver meaningful solutions. We actively encourage applications from individuals of underrepresented communities and are dedicated to creating a workplace where all voices are heard, valued, and respected.