Customer Support Associate

🎉 We've just raised $60m in Series B funding - read about it here! 🎉

Salary: $60,000 - $75,000

Location: Austin, Texas - 2-3 days per week on-site (hybrid)

Hours: 10am - 7pm, Monday - Friday

About Lawhive

We’re combining AI with human lawyers to build the world’s biggest AI-native consumer law firm and make legal services accessible to everyone.

The legal industry is built on technology and processes that haven’t been updated in hundreds of years - that's why we've reinvented the entire model from the ground up with our own bespoke AI operating system at the core.

Lawhive is a regulated law firm with an AI-native platform built to amplify expertise and revolutionise the way people practice law, leading to exceptional outcomes for clients and lawyers.

Lawhive Labs is how we bring this vision to life. It's our frontier lab that combines top engineering, design, AI and legal talent from around the world, joining forces to build the future of law.

We’re backed by top-tier investors, including Google Ventures, Balderton Capital and TQ Ventures, and in early 2026, we secured $60M Series B funding round to facilitate international expansion and to grow our team.

We’re headquartered in London and in 2025 successfully launched in the US…and we’re just getting started.

About the Role:

This isn't your typical support role - you'll be one of the founding members of our US Customer Operations team, which means you're not just answering tickets, you're building the foundation of how we show up for customers. You'll be the voice customers hear when they need us most, turning moments of confusion into moments of delight. If you're energized by ambiguity, love moving fast, and want ownership over something you can genuinely call yours, this is the role.

What You'll Do:

• Be the human behind the AI: You'll be the first point of contact for clients and lawyers, delivering thoughtful, fast support across email, chat, and phone that makes people feel genuinely taken care of

• Own the hard stuff: Triage and escalate complex issues while resolving routine inquiries end-to-end. You'll be trusted to make judgment calls and solve problems autonomously

• Run the day-to-day ops that matter: From managing online reviews to handling escalations to keeping internal processes running smoothly, you'll keep the engine running while we grow

• Spot what's broken and fix it: You'll surface trends, friction points, and user confusion and actually do something about it by improving workflows, refining product experience, and making the next customer's life easier

• Build the playbook: Create and maintain the resources customers rely on including help docs, macros, and onboarding comms

What You’ll Bring

• Previous experience in a high-volume, multi-channel support role

• The ability to perform in a fast-paced, early-stage startup environment

• Empathy-driven mindset with a genuine desire to help people

• Excellent written and verbal communication

• Complex problem solving and critical thinking skills

• Strong organizational and problem solving skills

• The ability to work independently and in a team setting

• Bonus: background or previous experience in a legal setting (or regulated industry)

• Bonus: previous experience with a B2B2C marketplace business model

Interview process

• Introductory call with our Talent team

• 1:1 with your hiring manager

• Live problem-solving interview

• Values interview with one of our Founders

• We offer!

Benefits

• 🩺 Healthcare benefits: 'Premium' plan with 100% employee cover and 50% dependent cover

• ✈️ Vacation: 20 days + 11 Federal holidays + 1 day of Birthday leave

• 💰 401k: Matching contribution up to 2% of salary

• 💰 Equity: Options in Lawhive LTD

Diversity at Lawhive

At Lawhive we know that diversity of thought is critical to delivering outlier outcomes. As such, we’re always working hard to ensure we build a diverse, inclusive team. We’re not yet where we want to be but as we scale we’ll only ever increase the focus we apply to this.