5-7 years of experience in customer support for enterprise-level clients, preferably in technical fields
Strong technical skills to troubleshoot complex software issues
Proven track record in coaching and providing constructive feedback to improve team performance
Experience in quality assurance programs, including scorecards and calibration processes
Ability to train technical audiences effectively and present information clearly
Team-oriented with the ability to work independently across different time zones
Professional fluency in English; knowledge of an Asia-Pacific language is a plus
Responsibilities
Coach global support and Technical Operations teams, tailoring approaches to diverse regions
Review customer interactions and provide actionable feedback to enhance service quality
Collaborate with the Quality & Training team to ensure consistent scoring and standards
Train customer IT and help desk teams to efficiently resolve issues and escalate appropriately
Transform quality insights into structured training materials and feedback for Product and Engineering
Contribute to the development of the quality framework and mentor team members
Benefits
Global collaboration with teams across Europe, APAC, and North America
Comprehensive salary and benefits package
Opportunity to impact how thousands of lawyers utilize AI
In-person work environment with daily company-provided lunch
Medical, Dental & Vision plans with multiple options
Generous parental leave and family support services
401(K) with a generous company match and unlimited PTO
Robust voluntary benefits including identity protection and legal coverage
Full Job Description
The role Our customers include some of the most demanding technical organisations in the world, and the quality of every support interaction shapes how they see us. We've built a strong quality system with scorecards, monitoring and regular calibration. We now need a senior specialist who can use it to coach teams around the world and raise the bar everywhere we serve customers.
You'll join a close-knit team that calibrates together and keeps its standards aligned through constant conversation. You'll coach the teams supporting our most complex enterprise customers and our Technical Operations teams, and train our customers' own IT and help desk teams to handle first-line support. If you do this well, customers get faster and more accurate answers, coaching becomes consistent rather than ad hoc, and Product hears quality patterns as a clear, regular signal. The role is based in Denver, so we can cover US and Asia-Pacific hours for coaching and customer training, as our customer base in Asia-Pacific grows.
What you'll do
Coach support and Technical Operations teams worldwide, adapting your approach to each team, region and time zone
Review tickets and customer conversations, and give specific, constructive feedback that changes how people work
Calibrate with the Quality & Training team so scoring and standards are applied consistently across teams and regions
Train customers' IT and help desk teams to resolve common issues and escalate with the right information, running sessions for US and Asia-Pacific audiences
Turn quality patterns into training, guides and a regular, structured signal to Product and Engineering
Help shape the quality framework alongside the team, and share best practice and mentor colleagues
What we're looking for
Experience delivering concierge-level service to enterprise customers, ideally in engineering-led or highly technical organisations
Strong technical depth to troubleshoot complex software issues and speak credibly with engineers
Track record of coaching others, giving direct, constructive feedback and influencing senior colleagues, with measurable improvement in the quality of their work
Experience running quality assurance programmes, including scorecards and calibration, and using the data to find root causes
Strong ability to train customer IT and technical audiences and present clearly
Strong ability to work as part of a team that aligns on standards together, while working independently across regions and time zones
Professional fluency in English (C1 or above); working knowledge of an Asia-Pacific language such as Japanese or Korean is a strong plus
What's In It For You
Global collaboration: Partner with teams and clients across Europe, APAC, and North America.
Competitive package: Comprehensive salary, benefits, and tools for success.
Meaningful work: Your efforts shape how thousands of lawyers use AI daily.
In-person environment: Union Square office designed for ambitious builders and company provided lunch daily.
Benefits & Perks: We invest in our people with a comprehensive, thoughtfully designed benefits package: Medical, Dental & Vision
Multiple medical plan options through Aetna and Kaiser Permanente
HSA or Healthcare FSA (based on plan selection)
Dental plans via MetLife
Vision plans via Vision Care
Family Support
Generous parental leave
Free access to Maven Clinic
Dependent Care FSA
Free One Medical membership for employees and dependents
Additional Perks
Pre-tax commuter benefits
Life Insurance + STD/LTD
401(K) with generous company match
Unlimited PTO
Robust voluntary benefits, including identity protection (via Aura), legal coverage via MetLife, pet savings programs, and more
