Are you a customer support superstar with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two days are the same? We’re looking for a talented Customer Support Associate to join our dynamic team at Definely, a leading LegalTech company that’s changing the way legal professionals work.
Job Type: Full-time
Salary: Competitive salary & annual bonus
Firm: Definely
Location: Remote, UK
Language: English
About the Role
We are seeking a proactive and resourceful Customer Support Associate to join our team. As the first point of contact for our customers, you will help them get the most from Definely’s products and ensure a smooth, positive experience at every step. You will work closely with our Product and Customer Success teams to diagnose and resolve issues, document insights, and make sure the right people are looped in to keep things moving.
What You’ll Do
- Serve as the primary point of contact for customer enquiries, managing issues from first report to resolution and follow-up.
- Diagnose and troubleshoot technical problems, collaborating with Product and Engineering to find and communicate effective solutions.
- Develop deep product knowledge; understanding not just what features do, but why they matter to our users.
- Keep accurate records of customer interactions, issues and resolutions using Intercom.
- Escalate complex or unresolved issues to relevant internal teams, ensuring clear communication and timely follow-up.
- Contribute to our knowledge base by writing and updating FAQs, guides and help articles.
- Gather and share customer feedback with Product and Development to help inform future improvements.
- Work closely with teams across the business to deliver a consistent, joined-up customer experience.
About Definely
Definely is revolutionising how legal professionals access and understand information in complex documents. Our LegalTech solutions integrate directly into legal workflows, enabling teams to draft, review, and interpret contracts more efficiently, without breaking focus. We’re proud to be recognised among the Top 25 in Deloitte’s UK Technology Fast 50 and backed by Revaia, Microsoft, Google, and Octopus Ventures. Trusted by top firms like A&O Shearman, Dentons, Deloitte, and Barclays, we’re building tools that empower legal teams to work smarter and reduce risk.
What We Can Offer You
- Competitive salary & annual bonus
- Quarterly team socials & annual company offsite
- 1 month “work from anywhere”
- 25 days holiday + bank holidays
- £750 annual learning & development budget
- Private healthcare (incl. dental & optical)
- Enhanced parental leave
- Additional perks: Cycle to Work, Workplace Nursery salary sacrifice scheme, and top-quality equipment
Requirements
- 3–5 years’ experience in customer support, technical support or help desk roles, ideally in a B2B SaaS environment.
- Strong technical aptitude and ability to quickly learn new software tools and systems.
- Excellent written and verbal communication skills; able to explain complex issues in clear, simple language.
- Analytical and methodical, with strong problem-solving skills and attention to detail.
- Highly organised, able to manage multiple priorities in a fast-paced environment.
- Customer-focused and empathetic, with a calm approach under pressure.
- Familiarity with legal technology or law firm operations would be an advantage.
- A degree in a relevant field (e.g. Business, IT, Communications) or equivalent practical experience.
Data Privacy Notice