Customer Support Specialist | Bridging Customer Experience and Business Services
We'll be reviewing applications and in touch from early January. Wishing you a restful break and a great start to the new year
Sydney-Based | Hybrid Working
Australia's Largest Online Legal & Accounting Platform
Backed by Westpac Bank | AFR Best Places to Work Finalist 2025
Join a Values-Led Team Making Legal and Accounting Simpler for SMBs
At Lawpath, we believe legal and accounting support should be simple, affordable, and empowering. As Australia's leading online platform for legal, tax and compliance, we've already helped over 500,000 businesses, and we're just getting started.
Our Vision:
To help one million businesses start, run and grow by 2030.
We're on a mission to level the playing field for small business owners, and we can't do it without great people. You'll join a values-led team using innovation and empathy to solve real problems and create lasting impact.
Why You'll Love Working at Lawpath
Purpose-Driven Work – Help small businesses thrive and succeed.
Transparent Culture – Open communication and cross-team collaboration.
Empathy-Led Team – Supportive, people-first environment.
Fast Growth – Take initiative, grow your skills, and share bold ideas.
Growth-Focused – Learn from experienced leaders with room to grow your career.
Fun & Celebration – We work hard, move fast, and celebrate wins together.
With recognition as the 2025 Smart50 Innovator Award Winner, now's the perfect time to join a company transforming how small businesses access support - one solution at a time.
About the role
This role sits between Customer Experience and Business Services, owning the resolution of complex customer issues beyond standard CX handling. It exists to reduce friction, improve speed and quality of resolution, and deliver clear, consistent outcomes across high-impact Business Services journeys.
As a dedicated escalation point and case loop-closer, the role lifts customer satisfaction, reduces handoffs, and strengthens cross-team collaboration. It supports small business owners through compliance-heavy processes, aligning with Lawpath's mission to make legal and business support accessible and easy to understand.
Key Responsibilities:
* Act as the primary escalation point for Business Services CX issues, resolving directly where possible and escalating only when needed.
* Own complex cases end-to-end, ensuring timely resolution and clear communication across channels, including proactive phone outreach when it will speed up or clarify outcomes.
* Partner with CX and Business Services teams to triage, prioritise, and unblock issues, reducing delays and unnecessary handoffs.
* Analyse Business Services CX data to identify trends and improve handling time, CSAT, and workflows.
* Maintain and improve shared resources, documentation, and guidance used across both teams.
* Recommend and help implement process improvements that reduce friction for customers and internal teams.
* Communicate insights, changes, and outcomes clearly to stakeholders to support alignment.
About you
You'll bring:
* Experience in customer support, operations, service delivery, or administration in a complex or fast-moving environment.
* Strong organisational skills and attention to detail, with the ability to manage multiple threads through to resolution.
* Confidence using data to identify patterns, risks, and improvement opportunities.
* Clear written and verbal communication, with the ability to explain complex topics simply.
* Comfort presenting updates and insights to stakeholders using data or visuals.
* Experience contributing to process improvement or operational projects.
You're someone who:
* Takes ownership and is accountable for outcomes, not just tasks.
* Is proactive, organised, and comfortable with ambiguity.
* Can manage customer interactions confidently and stay focused on true resolution.
* Balances empathy with process, knowing when to follow guidelines and when to guide customers through them.
* Enjoys collaborating across teams and improving how work gets done.
Beyond the Base Salary
* Equity in Lawpath through our Employee Share Option Plan
* Hybrid and flexible working options
* An extra day of Birthday Leave
* Opportunities for career growth
* A generous parental leave policy
* A learning stipend for ongoing development
* Wellbeing perks including gym discounts, run club and wellness initiatives
* A transparent and fun culture with regular celebrations and team events