Quality Assurance (QA) Associate

About Lawhive

We're on a mission to make sure everyone has access to the law.
Lawhive is an online platform for consumers and small businesses to get legal help for a fraction of the cost of a law firm. Our platform combines regulated human lawyers collaborating alongside the world's first AI lawyer, specifically built for consumer legal work.
Equal access to the law is one of the biggest and most pressing unsolved problems in society today. We're passionate about leveling the playing field and believe access to the law should be a basic utility in society.
Our AI lawyer Lawrence is built on top of our own fine tuned LLM and recently passed the UK's bar exam equivalent.
We're backed by some of the top US and UK VC funds including Google Ventures, Balderton Capital and TQ Ventures. We recently secured a $40M Series A funding round to facilitate international expansion and to grow our team, representing one of the five largest Series A rounds in Europe for 2024.

About the role

As a Quality Assurance Associate, you'll play a key role in monitoring and improving the quality of legal services delivered via our platform. You will review service levels, support resolution of client issues, and collaborate cross-functionally to improve processes and service quality. This is an ideal role for someone with legal training and a strong understanding of client service excellence.

• Service Monitoring: Track internal performance metrics such as lawyer responsiveness, internal ratings, and engagement levels

• Feedback Delivery: Share constructive feedback with lawyers to ensure high client care standards and continuous improvement

• Issue De-Escalation: Act promptly and tactfully to resolve situations where clients are dissatisfied with their lawyer's service

• Complaint Investigation: Investigate client concerns, including formal complaints, and recommend commercially sound and balanced resolutions

• Process Improvement: Collaborate with the Product and Lawyer Success teams to identify areas for improvement and provide data-driven feedback

• Compliance & Standards: Ensure service quality aligns with platform policies, client expectations, and professional standards.

• LLB or MLB or experience as a Paralegal or in a similar legal role

  Experience managing client complaints and escalations, ideally in a professional services or regulated environment

• Strong written and verbal communication skills with a professional and empathetic tone

• Highly organized, detail-oriented, and able to manage multiple tasks with competing deadlines

• A collaborative team player who can work cross-functionally with support, legal, and product teams

• Experience in customer support is a strong plus

• Familiarity with legal marketplaces or tech platforms is advantageous but not required

Benefits

️ 34 Holidays (25 days annual leave + your birthday off + bank hols in England)

Equity (Share Options)

Pension

️ Regular team building activities, socials, and annual retreat!

20% off legal fees through Lawhive