Department: Customer Support
Location: Manila
Target Start Date: ASAP
Salary Range: Competitive
Work Schedule: Monday to Friday, 9:00 AM – 5:30 PM GMT or PT (West Coast)
Contract Type: Contractor
About Us
Avvoka is a leading legal technology company specializing in document automation. Our platform empowers law firms and in-house legal teams to draft, negotiate, and manage contracts more efficiently. We’re trusted by top names in the industry, enabling major deals with magic circle law firms like Allen & Overy, helping McDonald's open new chains, and licensing popular franchises with HBO and Sony. Our team is dedicated to transforming the world of contracts, balancing innovation with a sense of humour in an inclusive, collaborative culture. We’re growing quickly, evolving from a start-up to a scale-up with 20% growth in headcount and over 70% revenue growth in the past year. Join us to push the boundaries of legal technology and help redefine how the world contracts.
About You
You are a problem solver with document automation experience with a passion for delivering outstanding customer support. You enjoy working in a fast-paced environment where no two days are the same, and you thrive on helping users get the most out of a product. You’re a strong communicator, able to explain complex ideas in a simple, friendly, and professional manner.
You take ownership of customer issues, always following through to ensure a resolution. You’re comfortable collaborating with different teams and have a keen eye for identifying areas of improvement in both customer experience and internal processes.
Most importantly, you’re a team player who enjoys learning and growing within a company that values innovation, collaboration, and a good sense of humour!
Key Responsibilities
1. Customer Assistance & Issue Resolution
- Respond promptly to customer inquiries via live chat, email, and phone.
- Diagnose and troubleshoot technical issues, providing clear guidance to users.
- Escalate complex issues to the appropriate teams while maintaining ownership of the case.
2. Collaboration with Internal Teams
- Work closely with the tech and product teams to report and track system bugs.
- Provide user feedback to influence feature development and improvements.
- Assist the sales and onboarding teams in ensuring a smooth customer journey.
3. Continuous Process Improvement
- Identify trends in customer queries to suggest enhancements to support workflows.
- Contribute to internal documentation to improve support efficiency.
- Stay up to date with product updates and ensure accurate knowledge sharing within the team.
4. Customer Engagement & Retention
- Build strong relationships with customers by delivering excellent support experiences.
- Monitor and follow up on customer satisfaction scores and feedback.
- Advocate for customer needs internally to ensure an outstanding user experience.
5.Platform Enablement & User Support
- Empower users by working with our Customer Success and Product teams to develop clear, structured external guidance such as knowledge base articles, videos and product tours to improve user self-sufficiency.
- Proactively identify common user challenges and provide solutions to enhance the customer experience.
Person Specification
The Ideal Candidate Will Have:
- A minimum of a year in document automation
- Experience in a customer support, helpdesk, or client-facing role.
- Excellent communication skills, both written and verbal.
A problem-solving mindset with the ability to think on their feet. - The ability to work in a fast-paced environment and manage multiple tasks.
- A proactive approach to learning and mastering new software.
The Desirable Candidate Will Have:
- Familiarity with SaaS platforms or legal technology solutions.
- Experience using customer support tools (e.g., Intercom, Zendesk, HubSpot).
- Basic technical knowledge, such as understanding APIs or troubleshooting browser issues.
Why Join Us?
At Avvoka, you’ll work with a team that’s reshaping the future of contracting within a supportive, ambitious, and engaging culture. This is an excellent opportunity to bring your skills to a growing, innovative company and make a lasting impact.
