At any given time, 15 million Americans are experiencing a crisis that requires urgent help from our legal system or government. The right assistance could transform their lives. But today, most never get it. Atticus is a startup on a mission to change that.
We use a marketplace model to bridge the gap between the many ordinary people who need legal help and the few great lawyers who provide it. To our clients, we're the legal equivalent of a primary care doctor: We diagnose their issue, advise them on their options, and, if needed, refer them to a specialist — a vetted, top-tier lawyer who can win their case. To lawyers, we operate as a broker: we send them pre-vetted clients and earn a percentage of what they make from each successful representation. All our services are free to individuals.
Who are our clients? We’ve helped immigrants facing deportation, employees sexually harassed by their bosses, and drivers hospitalized after awful car accidents. For now, though, our primary focus is on helping disabled people get government benefits. Our customers are among the 15 million American adults who have lost their ability to support themselves due to a severe illness or injury. They’re eligible for life-changing government support — a monthly check and health insurance — but a byzantine system prevents most from qualifying. We help them understand their rights and find the help they need to get benefits.
Atticus was founded in 2018. Our team remains small — we’ll grow from 10 to 16 people this year — but we’ve served thousands of happy customers (see our 600+ 5-star reviews), generated substantial revenue, and raised $5.8 million from top venture capital investors. We’re the first of our kind: a mission-driven firm offering free legal services to ordinary people, driven by new technology and on track to build a huge and profitable business.
We’re hiring a leader to own the customer experience at Atticus — shepherding people in need from the time they seek our help until they’ve hired a lawyer and ultimately won their case. This is an executive role that requires (1) building and leading a large and high-performance team, and (2) crafting the processes and systems that empower your team to succeed.
Today, we serve 30-50 new clients per day. Your mission is to scale that to 500 within two years, and to lay a foundation to ultimately help tens of thousands — while strengthening the caring and personal experience our customers love. You’ll manage the team of front-line staff who speak to clients, and lead our efforts to improve the customer experience through new automations, communication channels, scripts, articles, and software tools.
To succeed, you’ll need to build a great culture on your team, collaborate closely with other departments, experiment freely, and make things up as you go along. There isn’t an established playbook for success here, because what you’ll be doing is novel: it’s not quite customer service (because we actively pursue clients and generate revenue) but it’s also not sales (since clients desperately want our help and everything we offer is free). That makes this a challenging role but also a deeply rewarding one: you’ll help a lot of needy people, get freedom and support to build the team you want, and have huge potential for impact and growth.
- Lead the team that serves and advises our clients (via phone, email, text, and chat). Train and mentor staff, set clear performance targets, and offer regular feedback. Manage our existing team of two (they’re fantastic) and hire 3-4 more direct reports in your first six months. (We’ll want you to focus on hiring great people, and will give you the budget and support you’ll need.)
- Shape our customer experience by building new systems and processes: Craft the scripts our staffers use; set KPIs to measure progress; define our practices (e.g., how many times do we call new clients?); run experiments; and guide your team by allocating tasks.
- Collaborate with our product and engineering teams to find opportunities for automation and to improve the platforms and tools your team uses
- Improve our communications with clients: write new scripts, automated messages, drip emails, and self-service articles to save staff time and improve the client experience.
- Demonstrated success leading a customer-facing team, managing front-line staff who talk with people all day
- Experience building out systems, improving operations, and hitting performance targets — and the ability to speak thoughtfully about the decisions you’ve made
- Strong management skills, and the ability to motivate and empower a team — particularly in a job where you’ve had to be fairly involved in your direct reports’ day-to-day work
- Willingness to get your hands dirty and engage directly with customers to better understand their needs and relate to your team’s experience
- A deep commitment to doing good and helping people
Bonus / Nice-to-Have:
- Experience with complex consumer services and/or two-sided marketplaces
- Experience scaling a customer-facing organization from its early days
- Familiarity with Salesforce (particularly cases, queues, and flows)
- An MBA from a top business school
- Past work at a fast-growing startup
This is a rare opportunity to join a startup that has strong traction (substantial funding, great backers, and many happy customers) but is still small enough that you can have a huge impact and play a role in shaping our culture.
We’re a certified B Corporation tackling a critical social problem. Our mission to help needy people drives everything we do, and your work here will touch a lot of lives.
We offer great pay and benefits:
- Health insurance with 100% of premiums covered
- 15 vacation days & ~14 paid holidays each year
- Free memberships to ClassPass, TalkSpace, and OneMedical
- 401(k) and optional HSA
- Free snacks, drinks, weekly lunches, and occasional team dinners/events/retreats
- A beautiful office in LA's Arts District (across from Salt & Straw)
- Free parking or a Metro Pass
- Humble, thoughtful, smart, fun colleagues
Note on COVID-19
In turbulent times, you'd be right to worry about working at a startup. Thankfully though, Atticus will remain strong through this crisis:
- Since most of our business involves helping people who are out of work, this is a rare field that grows markedly during recessions.
- We closed a sizable funding round at the end of last year and won't need to raise again until late 2021.
- Our team already has several employees outside LA, so we’ve built our processes and platforms from the ground up to easily enable remote work.
- For now, we've gone fully remote to protect our team (though we'll return to our office once the crisis is over).
- In keeping with our values, we’ve always offered every team member unlimited sick leave.
As more families are forced to seek help from our nation’s broken social safety net, this work matters more than ever. We're continuing to hire as planned, with a fully remote interview process to ensure that everyone involved stays safe.
How to Apply
Use the short form below. Questions? Email firstname.lastname@example.org.