Job Overview At LegalWills, we’re rethinking what customer support should look like. We’re not looking for someone who simply answers questions, resolves tickets, and moves on to the next inquiry. We’re looking for someone who genuinely cares about the experience people have with us and wants to play an active role in making it better, both for our users and inside our growing company. Will planning is an important and sometimes intimidating process. Our goal is to make it more accessible, understandable, and approachable. That’s where you come in The role This is a hybrid role with two sides, and they feed each other.
- Customer experience and care. You’ll be one of the closest connections between LegalWills and the people who use our services. Yes, you’ll respond to inquiries, help users navigate the platform, and resolve issues. But your contribution won’t stop there. We want someone who asks questions, notices patterns, challenges processes that don’t make sense, and brings forward ideas that improve the experience for everyone. We don’t want to become better at answering the same questions. We want to understand why those questions keep coming up.
- Operations and leadership support. You’ll also work directly alongside our CEO as a trusted partner in keeping LegalWills organized and moving forward. From partnership follow-ups to logistics to keeping priorities on track, you’ll have a front-row seat to how the company grows, and a real hand in making it happen. Responsibilities *Customer experience*:
- Providing thoughtful, transparent, and empathetic assistance to people using LegalWills, in French and English
- Helping users navigate the platform confidently, without providing legal advice
- Identifying recurring questions, frustrations, and obstacles in the user journey
- Suggesting improvements to website content, instructions, processes, and communications
- Working with our product,



technology, and strategy teams to improve the user experience
- Contributing to initiatives that prevent problems rather than simply resolve them
- Helping build a culture where customer feedback shapes meaningful decisions *Operations and leadership support:*
- Supporting the CEO with administrative tasks, scheduling, and keeping priorities organized
- Supporting partnerships: preparing materials, tracking follow-ups and next steps, and keeping partner relationships running smoothly
- Coordinating shipping and logistics for documents, materials, and partner or event needs
- Organizing files, records, and internal processes so the team can find what it needs, when it needs it
- Helping prepare for meetings, presentations, conferences, and outreach
- Taking ownership of the details that keep a growing company running well Requirements - Who we’re looking for: We’re looking for someone naturally curious, observant, empathetic, organized, and solution-oriented. Someone who:
- Is fully fluent in French and English, spoken and written. This is essential.
- Enjoys helping people, and also enjoys improving the systems they rely on
- Communicates clearly, professionally, and with genuine warmth
- Is highly organized and can juggle customer needs alongside behind-the-scenes priorities
- Notices the small details others might overlook
- Handles confidential information with discretion and good judgment
- Isn’t afraid to ask why something is done a certain way




- Takes initiative and brings forward ideas without waiting to be asked
- Understands that technology should make people’s lives easier, not more complicated
- Can recognize when a question requires professional legal assistance rather than platform support
- Wants to contribute to something bigger than a traditional support role Experience in customer service, customer experience, administration, or a related field is valuable, but mindset matters just as much. What success looks like: Success in this role isn’t measured by how quickly you respond or how many tickets you close. It’s about the quality of the experience you help create, for our users and for our team. It’s spotting a recurring frustration and helping eliminate it. It’s recognizing confusing instructions and proposing something clearer. It’s making someone feel confident about a process they first found overwhelming. And it’s being the person who keeps things on track: the partnership follow-up that doesn’t slip, the shipment that arrives on time, the meeting that starts with everything already prepared. Why this role matters At LegalWills, customer experience isn’t an afterthought. It’s part of our product, our reputation, and our future. This role sits at the centre of all three: close to our users, close to our leadership, and close to the decisions that shape where we go next. We want someone to grow with us Pay: From $58,000.00 per year

Benefits:
- Company events
- Flexible schedule
- Wellness program
- Work from home Application question(s):
- Do you have access to a vehicle and have a valid Driver's License (some minimal local travel required)?

Experience:
- Customer relationship management: 2 years (required) Language:
- French & English (required)

Location:
- Ottawa, ON (required) Work

Location:
Hybrid remote in Ottawa, ON

📌 Customer Experience (Ottawa)
🏢 LegalWills
📍 Ottawa