Customer Support SpecialistCustomer Success
Juro
Customer Service, Sales & Business Development
England, UK · London, UK · London, KY, USA · London, UK
Posted on Jan 7, 2025
Customer Support Specialist
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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.
The key bits
Topic
What we offer and expect
The challenge
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:
Providing excellent, timely support on their Juro queries.
Being a trusted advisor and source of guidance on Juro through solving their problems with contract management.
Identifying opportunities to improve Juro products and services, including documentation and resources for self-serve learning.
Success for you means:
Goal | In practice, that means… |
|---|---|
Own Support metrics (80%) | → Deliver a median time to first response of <2 minutes → Maintain 80%+ excellent rating from customers on support received |
Optimise processes (10%) | → Update help centre articles incl. new feature releases and changes → Build and optimise scaleable support processes and playbooks |
Deliver AI tagging (10%) | → Bulk-tag document data for customers using our AI functionality |
Why join us
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.
If you’re someone who wants to work for a vibrant, successful tech company but worry that most companies with “unicorn” ambitions are…
chaotic (= immature operation and prone to over-hiring)
fragile (= high cash burn and no profitability)
volatile (= vulnerable to market swings and layoffs)
…and therefore often not conducive to building a sustainable career foundation, you should consider Juro. Here’s why (click the to reveal more information):
Join a tech company committed to sustainable growth.
Make an impact in a scale-up with strong growth prospects.
Learn from a team that works well together cross-functionally.
Join a scaleup that wins awards for its culture.
Who we look for
Research shows that men apply to jobs if they meet ~60% of criteria, but women and those in traditionally underrepresented groups tend to apply only if they check all boxes. 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 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.
Juro offers one of the best work-life balances I’ve experienced. It’s a place where respect for individuals is paramount, and any woman would feel comfortable and empowered to work here. Our voices are heard, we can make an impact, and we have the freedom to create initiatives and feel supported.
Meet the team
Reporting into Sharen (Head of Implementation), you will join a Customer Success team of 10+ individual contributors and 2 managers.
CS is segmented into two pillars – Customer Success Management (led by Josie) and Implementation/Services (led by Sharen), both of whom in turn report into Mel:
CS Management
Implementation & Services