Product & Cashroom Support Specialist
Role Overview
The Product & Cashroom Support Specialist will play a critical role within the Support and Client Services team, providing specialist expertise in cashroom functionality, client support, training, and product testing. The role has been identified to strengthen operational resilience and to ensure continued delivery of high-quality client support, onboarding, and product expertise.
This position will act as the internal and external subject matter expert for cashroom-related functionality, supporting clients, colleagues, Sales, Training, and Development teams. The successful candidate will help clients maximise the value of the software while also supporting the company’s wider strategic growth and client retention objectives for 2026 and beyond.
Key Responsibilities
Client Support & Specialist Escalations
• Provide specialist second-line support for complex cashroom-related client queries and escalations.
• Act as the primary point of expertise for cashroom workflows, configurations, reconciliations, and operational best practices.
• Work closely with the wider support team to resolve issues efficiently and maintain high client satisfaction levels.
• Support continuous improvement of internal support processes and documentation.
Training & Client Enablement
• Deliver structured cashroom training sessions for new and existing clients.
• Assist in onboarding larger or more complex firms requiring specialist guidance.
• Create and maintain training materials, user guides, and knowledge resources.
• Support the wider training team by sharing expertise and mentoring colleagues. Sales & Demonstrations
• Support the Sales team with professional and confident demonstrations of cashroom functionality.
• Assist prospective clients in understanding how the software can improve operational e,iciency and compliance.
• Contribute specialist knowledge during client presentations, workshops, and discovery sessions.
Product Testing & Development Support
• Collaborate with the Development team to test new and enhanced cashroom functionality.
• Provide practical operational feedback to improve usability and client outcomes.
• Participate in user acceptance testing (UAT) and validation exercises.
• Help identify opportunities for product enhancement based on client feedback and industry requirements.
Client Engagement & Adoption
• Proactively engage with clients to help them maximise usage of the software.
• Identify opportunities to improve adoption, e,iciency, and client satisfaction.
• Support retention initiatives through high-quality client engagement and expertise.
• Promote best practice usage across the client base.
Skills & Experience Essential
• Strong experience working within a legal cashroom or legal accounting environment.
• Excellent understanding of legal cashiering processes and compliance requirements.
• Previous experience delivering client support, training, or demonstrations.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Ability to manage multiple priorities and work independently.
• Strong customer service focus with a proactive approach.
Desirable
• Experience supporting legal practice management software.
• Knowledge of software testing or user acceptance testing processes.
• Experience working alongside Sales or Product Development teams.
• Previous mentoring or coaching experience.
• Familiarity with legal sector operational workflows and compliance standards.
Key Relationships
• Support Team
• Training Team
• Sales Team
• Development Team
• Product Management
• Clients and External Stakeholders
Benefits of the Role
This role provides significant operational and strategic value to the business by:
• Creating dedicated specialist support within the Support department
• Filling the cashroom knowledge gap during extended team absence
• Strengthening support for Sales demonstrations and client engagement
• Expanding training capability for larger and more complex clients
• Improving client adoption, retention, and satisfaction
• Enhancing collaboration between Support and Development teams
• Supporting knowledge-sharing and development within the wider support team
Reporting Line
The Product & Cashroom Support Specialist will report to the relevant Support or Client Services Manager and will work closely with senior stakeholders across Support, Sales, Training, and Development functions.
Role Type
• Full-time
• Permanent
• Hybrid/Office-based
Please send CVs to Melissa Blackwood – careers@lawware.co.uk