Customer Support Lead

Hi We’re Legl.

Legl is building the operating system for modern legal services.

We help law firms and regulated businesses replace manual, fragmented workflows with intelligent software from client onboarding and compliance to payments, risk, and reporting.

Legal work is high-stakes. It’s regulated, complex, and deeply human. The software supporting it has historically been slow, manual and brittle. We believe it doesn’t have to be that way.

We’re backed by leading European VCs (Series B), scaling quickly, partnered with over 550 law firms including 40 of the UK’s top 200, launched in the UK and Australia - and entering our next phase of growth.

AI-Native by Default

AI-centricity is expected and part of how we work day to day. We encourage and expect everyone to treat it as a core tool rather than a novelty. Across the company people use AI to do their jobs better, faster and at higher quality, and we invest in the tooling to make that real. If you see AI as a threat to your craft rather than a multiplier of it, this won't feel like home.

What You’ll Do

As a Support Lead at Legl, you'll:

• Deliver frontline volume. In the queues across live chat, phone and email, resolving within SLAs

• SLA delivery. Design & run the operation that delivers a minutes first response, hours time-to-close, and market-leading CSAT.

• AI delivery. Own containment, deflection and AI resolution rates.

• Own the knowledge base. Keep the help centre accurate and current against every product release, with a defined refresh cadence for new features, so it both reduces inbound volume and improves AI resolution.

• Lead escalations with composure. When a top-tier customer is blocked and the query has been escalated, you'll be the deescalation point to handle the problem.

• Close the product feedback loop. Surface recurring themes and insights to the product team so we reduce tickets per workflow over time, not simply resolve them faster.

This Role Is a Great Fit If…

• You've led a support function before and turned ad-hoc firefighting into clear processes, ownership and routing.

• You're genuinely metrics-driven - you can look at a declining CSAT line, diagnose why, and credibly commit to SLAs.

• You're a player-coach who's happy in the inbox today and helping other members of the team You think deliberately about the human/AI mix and where AI should be deployed and not deployed

• You're unflappable under pressure and instinctively protect the experience for accounts when something breaks.

This Role Is Not a Great Fit If…

• You want to only respond to tickets and aren't interested in owning processes, routing or the underlying numbers.

• You see AI as something for "later" or as a threat, rather than a core lever you'd actively own.

• You need a large, settled team and mature tooling to be effective - this starts lean and scrappy, with plenty still to build.

• You freeze when a top customer escalates loudly instead of stepping toward the problem.