Customer Support Specialist

View our much better version of this job spec on our careers page: https://juro.notion.site/css

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THE KEY BITS

-Location: We can currently only accept applications from candidates that are located and have long-term working rights in the UK.

-Flexibility: We have an office hub in the UK as well as no-office hubs in several European countries. We operate a choice-first work approach that lets you work fully remotely from Day One even if you’re near an office hub.

-Salary: We benchmarked ca. £32-40,000 + equity at IC2 level in our progression framework for someone based in the UK.

-Interviews: 3 stages totalling around 2.5 hours over 2 weeks, incl. a home task.

-Start date: As soon as you can start

-Reporting to: Sharen Gill, Head of Implementation

-More info: The FAQ below, juro.com/careers, our handbook or ask [email protected] anything.

HELP US HELP THE WORLD AGREE FASTER

Juro has big ambitions: to become the go-to platform for agreeing and managing contracts globally. And we'll need help doing it.

Legal tech is on the rise, with Goldman Sachs estimating that 44% of legal tasks can be automated with generative AI. With the brand we have built and the agility of early stage we are well placed to capture this opportunity.

Our Senior Customer Support Specialist Jimmy has been successfully serving our portfolio of high-growth companies (like Deliveroo, Trustpilot and On Running) and solving their needs every day since Oct 2021.

As we scale, with now over 450 customers, we look for a 2nd specialist to help us build out scaleable support processes and continue to enable our customers to the highest standard.

You’ll play a key role in our Support team, helping us achieve our goals and set customers up for success. You'll manage Juro's help centre, creating helpful articles and supporting product updates as our platform evolves.

Your mission is to make customers successful by:

1. Providing excellent, timely support on their Juro queries.

2. Being a trusted advisor and source of guidance on Juro through solving their problems with contract management.

3. Identifying opportunities to improve Juro products and services, including documentation and resources for self-serve learning.

We care about building a diverse team where everyone feels they belong. That’s why our perks & benefits and choice-first work approach are designed with inclusivity in mind. Read more in our diversity, inclusion & belonging hub.

WHO WE LOOK FOR

Research shows that while men apply to jobs if they meet ~60% of criteria, women and those in traditionally under-represented groups tend to apply only if they check all boxes. So if you think you have what it takes but don't meet every single point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

You have been part of a journey where:

-You have ca. 12-18 months* in a dedicated support or customer-facing role. Alternatively, you may come from a customer facing legal background and are looking to move into legal tech, or use your legal knowledge in an alternative customer facing, legal environment.

-You've worked to targets, e.g. response times / customer satisfaction scores.

-Ideally, you have worked at a high-growth, venture-backed B2B SaaS company.

Bonus points if:

-You contributed to writing help/guidance articles.

-You worked with Intercom.

-You have a legal background, training or education.

This job likely isn’t for you if:

-You struggle dealing with multiple customer queries or tight response times.

-You work better when someone tells you what to do vs. having to take the initiative to figure it out yourself.

-You don’t find satisfaction in solving other people’s problems or being a trusted go-to person.

-You’re looking for a job where things rarely change and stay consistent — this role thrives on growth and scaling processes.

* What you did is more important than how long you did it. While this range is an orientation for you to understand what the IC2 level means to us, we still want to hear from you if you think you have what it takes but don't quite meet this number.

OUR MISSION

Juro exists to help the world agree faster by making legal contracts frictionless, collaborative and accessible.

Juro’s intelligent contract automation platform is on its way to de-throning desktop tools as the paradigm for collaborating on legal documentation around the world.

We’re doing that by rebuilding contracts from the ground-up around a browser-native experience, augmenting workflows with powerful AI and enabling all teams to conduct contracting jobs faster than ever before.

Read more about our vision for intelligent contract automation.

GOT MORE QUESTIONS?

Check if they're answered on:

-Our extended job description for this role: https://juro.notion.site/css

-Our company handbook: https://juro.notion.site/handbook

-Our careers page: https://juro.notion.site

There, you'll find answers on topics such as career progression, inclusion & belonging, the interview process, benefits and more. Or reach [email protected] for anything.