Head of Customer Support (LegalTech)

TL;DR

Head of Customer Support (LegalTech): Leading the Lawyer Support function to optimize the operational experience for legal professionals with an accent on scaling leadership, SLA management, and physical/digital workflow integration. Focus on modernizing support operations through AI-enabled workflows, automation, and data-driven capacity planning.

Location: Hybrid (Poole, UK) - 4 days per week in office

Company

hirify.global provides innovative tools and operational support to a community of lawyers, combining traditional legal expertise with modern technology.

What you will do

• Lead the Lawyer Support function (30+ people) across digital channels and physical document centers.
• Oversee the Printing and Post operation, including inbound/outbound mail and document production.
• Manage through a layer of team leads and managers, coaching them to scale the leadership bench.
• Establish the operating model, including capacity planning, shift patterns, and performance metrics (SLAs).
• Drive the adoption of automation and AI-enabled workflows in partnership with product teams.
• Own the budget and headcount plan for the function.

Requirements

• Proven experience leading departments of 50+ people in support or operations.
• Experience managing other managers rather than just individual contributors.
• Background in a regulated industry such as legal, financial services, or healthcare.
• Strong proficiency in capacity planning, SLA management, and data-driven decision-making.
• Must be based in or able to commute to the Poole office 3-4 days per week.

Nice to have

• Prior experience in a law firm or legal services environment.
• Familiarity with LEAP or similar legal practice management software.
• Experience in high-growth, PE- or VC-backed companies.

Culture & Benefits

• 33 days of annual leave plus birthday off.
• Extended Christmas holiday.
• Pension contributions.
• Annual charity day to support a good cause.

Hiring process

• Introductory call with the Talent team.
• 1:1 interview with the hiring manager.
• Operational leadership working session on real-world scenarios.
• Values interview with the Founders.