Future Trainee Solicitor - Customer Service Specialist

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 …