Remote | UK-Based | Full-Time
£30,000-£38,000 depending on experience
About InTouch
Our customers are growing law firms - the kind where the processes that worked for a handful of matters a month start to strain as the caseload climbs. Their clients expect to be kept informed, their regulators expect every step to be consistent and auditable, and their partners want to take on more work without being buried in admin.
InTouch is the case management platform built for them: it closes more matters with less management overhead, builds compliance and consistency into every workflow, keeps clients updated automatically, and connects everything from accounts to the client portal.
We have served firms like these across six countries since 2015, and we onboard every one with a real person. We are a small, ambitious team of under 10 people. This role exists because that real person matters more as we grow.
The Role
You will report to our Head of Customer Relations and become one of the key faces of InTouch.
The role has two core responsibilities: customer success and customer support. You'll build strong relationships with the clients you manage, guiding them from initial consultation through to onboarding, training and ongoing account management. Alongside this, you'll take ownership of daily customer support, investigating queries, resolving issues and ensuring our clients receive an excellent standard of service.
Both aspects are equally important. We're looking for someone who enjoys building relationships and leading meetings just as much as getting hands-on with technical problems and helping customers day to day.
How the Work Actually Happens
Day-to-day customer support is primarily conducted via email, allowing time to investigate queries and provide clear, professional responses.
Onboarding and training takes place via video calls and face-to-face meetings, often with groups of 30+ legal professionals. You'll need to be a confident, engaging presenter who can lead discussions and respond to questions effectively.
UK-wide travel is expected, approximately twice a month, and involves overnight stays.
What You Will Do
Onboarding new firms
Help new customers get set up on InTouch - understand their requirements, configure their account and deliver engaging training so that they can confidently use the platform from day one.
Customer support and questions
Respond to client queries clearly and professionally. Troubleshoot what you can, and escalate cleanly to our development team when you cannot - with structured context, not just a forwarded email.
Customer health and proactive follow-up
Track how firms are using InTouch. When it looks like they are underusing or missing key features, reach out to help them get more value from what they are already paying for.
Product feedback and testing
Test new features before release. Tell us what is confusing, what is broken, and what customers will actually use. Log clear, structured feedback to the product team.
Help guides and knowledge content
Spot the questions that come up repeatedly and turn them into help articles, guides and support content so customers can self-serve where they want to.
Internal SOPs
As we grow, document the processes you find yourself doing. Help us build a customer support function that scales.
What Success Looks Like
By month 3: you have an in-depth knowledge of the platform, can confidently answer the majority of inbound customer questions without escalation, and have onboarded at least one new firm independently.
By month 6: you have taken on more accounts, customers are mentioning you by name in their feedback, our help content has grown, and our average response time has improved.
By month 12: you have helped shape how customer success works at InTouch, not just executed it - and you are trusted to run the day-to-day without anyone looking over your shoulder.
Who We Are Looking For
Exceptional communicator and presenter. You're confident leading meetings and delivering engaging training to groups of 30+ professionals. You can think on your feet and explain complex concepts clearly and concisely.
Natural relationship builder. You're personable, approachable and can quickly build rapport with everyone from junior employees to senior partners.
Confident problem solver. You can handle objections, constructively challenge assumptions and recommend practical alternatives while maintaining positive relationships.
Proactive and organised. You're thorough and dependable, taking responsibility for customer queries and seeing them through to resolution.
Technically minded. You learn software quickly, enjoy problem-solving and are comfortable using AI. You'll configure everything from simple task lists to bespoke online forms and document templates.
Adaptable team player. You enjoy improving processes and are happy to pitch in wherever needed as part of a small team.
Academically accomplished individual. You hold a bachelor's degree at 2:1 or above, or an equivalent international qualification.
Relevant industry experience. Experience in SaaS, legal tech,customer success, onboarding, implementation or support is desirable.
Above all, written communication, genuine ownership and the ability to learn quickly matter more to us than a perfect CV.
What We Offer
Fully remote, UK-based
23 days annual leave plus bank holidays
Your birthday off, or the closest working day
3 additional days of annual leave for each year of service, up to 15 extra days (39 days plus bank holidays after 5 years)
A small, collaborative team where your work is visible and your judgement is trusted
Why Join InTouch?
Our customers genuinely rely on us, and they tell us so. You would be the person they turn to - the one who gets them set up well and keeps them getting value - in a company small enough that the quality of that relationship is visible to everyone.
We are not filling a seat. We are looking for someone who wants to be part of a small company that takes its customers seriously, uses technology thoughtfully, and gives people room to do good work.
How to Apply
Apply online with this form.
