Customer Success and Support Executive

InTouch is hiring a Customer Success Executive to help growing law firms get the most from its case management platform.

This is a remote, UK-based, full-time role reporting to the Head of Customer Relations. The successful candidate will help new customers get set up, answer questions, support onboarding, improve customer health, test new features, create help content and document internal processes as the company grows.

Most communication will be by email, with scheduled video calls for onboarding and occasional phone or video check-ins. Some onboarding is done in person at client offices, usually once or twice a month.

The role involves responding to client queries clearly and professionally, troubleshooting issues, escalating to the development team with structured context, configuring accounts, setting up workflows and templates, helping firms use the platform confidently, identifying underused features, testing product updates, creating support content and improving internal SOPs.

InTouch is looking for someone who writes clearly and professionally, is organised, calm and thorough, takes ownership without being asked, learns software quickly, is technically savvy, is comfortable using and explaining AI, and is confident leading meetings and delivering training.

Experience in SaaS, legal tech or professional services is desirable, as is a customer success, onboarding, implementation or support background. Written communication, genuine ownership and the ability to learn fast matter more than a perfect CV.

The role offers fully remote UK-based working, 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, and the chance to work in a small, collaborative team where your work is visible and your judgement is trusted.

Apply online at https://www.intouch.cloud/join-us