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Legora is an AI-native legal workspace trusted by 1,000+ customers across 50+ countries, including top-tier law firms like Cleary Gottlieb, Goodwin, and Linklaters. The company has scaled to $100M+ ARR and operates globally across Europe, North America, and APAC.
As a Platform Consultant, you will own enterprise and strategic premium support issues end-to-end, serving some of the world's most demanding legal teams. Your responsibilities include diagnosing and resolving complex, high-impact issues across Legora's platform (Assistant, Tabular Review, Workflows, Editor, Word Add-in); maintaining clean handoffs across a global team to ensure enterprise-grade consistency; and translating technical details into clear guidance for professional users navigating complex workflows.
You will resolve issues to completion before escalating, and when escalation is necessary, you'll provide complete diagnostics, clear impact assessment, and recommended paths forward. You'll identify recurring pain points and partner with Product, Engineering, and Legal Engineering teams to fix issues at the source, creating reusable artifacts like playbooks and troubleshooting guides that raise team baselines.
The role includes coverage of the global handoff rhythm—picking up open issues with full context and handing off with zero ambiguity so enterprise clients never feel regional seams. You'll set the standard for enterprise readiness, escalation precision, and handoff quality that the team scales from.
You bring ownership of complex, high-stakes B2B relationships with demanding professional clients; the ability to turn frustrated users into advocates; pattern recognition and cross-functional collaboration skills; technical curiosity and the ability to learn new software quickly; clear writing under pressure with confirmed facts and named owners; fluency with support tools like Intercom or Zendesk; and ideally, background in SaaS, AI, or legal tech.
