5+ years in B2B client relations with proven success in high-stakes environments.
Ability to transform user frustrations into positive outcomes.
Strong analytical skills to identify and address recurring issues.
Quick to learn new software; able to simplify complex topics for others.
Exceptional written communication skills, particularly under pressure.
Experience with support tools like Intercom or Zendesk is essential.
Familiarity with legal tech, SaaS, or AI is advantageous.
Responsibilities
Own enterprise issues from initial signal to resolution, ensuring continuity.
Develop deep expertise in Legora tools to troubleshoot complex issues.
Translate technical details into clear guidance for legal teams.
Resolve issues fully before escalating, providing complete diagnostics.
Identify recurring issues and collaborate with teams to implement long-term fixes.
Establish standards for quality handling of client issues and responses.
Manage global handoffs effectively to ensure seamless client experience.
Benefits
Collaborate globally with teams across all major legal markets.
Contribute to meaningful work shaping AI adoption in legal sectors.
Enjoy a competitive benefits package, including salary and comprehensive support.
Work in a dynamic, in-person environment designed for innovation.
Full Job Description
Our Enterprise and Strategic clients are among the most demanding legal teams in the world, and they expect a team that is prepared, consistent, and technically deep. In legal services, an error or a delayed response carries consequences beyond a frustrated customer: deadlines are fixed, privilege is non-negotiable, and the trust clients place in Legora reflects the trust they carry for their own clients. As a Platform Consultant, you are part of that global dedicated team, owning issues end-to-end and holding the enterprise readiness standard across every handoff. This is a high-judgment, high-craft seat, and an early one, so you will help build the function as you run it.
What you'll do
Own it end-to-end: Take ownership of Enterprise and Strategic Premium issues from first signal to resolution. Maintain clean handoffs across a global team so clients experience continuity and enterprise-grade consistency, regardless of time zone or shift.
Master the platform: Build deep expertise across Legora, including Assistant, Tabular Review, Workflows, Editor, and the Word Add-in, to diagnose and resolve complex, high-impact issues that demand structured thinking and sound judgment.
Communicate with authority: Translate technical detail into concise, confident guidance for demanding professional users, and guide legal teams through complex workflows.
Resolve first: Own every issue to resolution before escalating. When escalation is the right call, route to the Technical Platform Expert or Principal Platform Advisor with complete diagnostics, clear impact, and a recommended path. Not a hand-off that creates more work.
Drive improvements: Spot recurring issues and user pain points, and partner with Product, Engineering, and Legal Engineering to fix them at the source. Produce reusable artifacts (playbook sections, troubleshooting guides, resolution templates) that raise the team's baseline.
Set the standard: The way you handle enterprise readiness, escalation precision, and handoff quality today becomes the benchmark the team scales from.
Cover the clock: Own your share of the global handoff rhythm. When you come on, pick up open issues with full context. When you hand off, leave nothing ambiguous. Enterprise clients should never feel the seams between regions.
What you bring
You have owned complex, high-stakes B2B relationships and consistently delivered exceptional outcomes for demanding professional clients.
You turn frustrated users into advocates, and you take pride in the quality of every resolution.
You notice patterns, surface issues before they escalate, and collaborate across functions to fix them for good.
You are technically curious, learn new software quickly, and explain hard concepts simply.
You write clearly under pressure: crisp updates with confirmed facts, named owners, and next steps, without speculation.
You are fluent with support tooling such as Intercom, Zendesk, or similar platforms.
A background in SaaS, AI, or legal tech is a strong plus.
What's in it for you
Global collaboration: Partner with teams and clients across regions, on work that crosses every major legal market.
Meaningful work: Your work shapes how the world's leading legal teams adopt AI day to day.
Competitive package: Comprehensive salary, benefits, and the tools to do your best work.
In-person environment: A workspace built for ambitious builders.
