Platform Specialist - Sydney

Job description

ABOUT US Legora is redefining how legal work gets done. Not built for lawyers, built with them. We work alongside the world’s best legal teams, who expect excellence, precision, and speed, and we hold ourselves to the same bar. Our AI-native workspace lets legal professionals move faster, think more clearly, and operate with sharper precision. By analysing thousands of documents in minutes and powering end-to-end workflows, we cut through complexity, teams can focus on what matters: judgment, strategy, and outcomes. 1,000+ customers across 50+ countries trust us, including Cleary Gottlieb, Goodwin, Linklaters, White & Case, Dentons, and Barclays. We’ve scaled to $100M+ in ARR, with teams across Europe, North America and APAC, and continue to expand through acquisitions including Qura, Walter AI and Graceview. We partner with world-class performers: including Aaron Judge and the New York Yankees, Ludvig Åberg (and his caddie), and campaigns featuring Jude Law. Joining Legora means three things. - We lean in: ownership over titles, outcomes over intentions. - We fight for excellence: high standards, direct, ego-free feedback. - We grow together: as a team and with our customers. Mission before ego. Everyone contributes. No one coasts. If you’re driven by impact, pace, and raising the bar. This is the place. The Role We’re looking for a Platform Specialist to join our Operations team and become a cornerstone of our customer support function. This is an opportunity to deliver outstanding customer service, solve complex issues, and help shape the future of support at Legora. You’ll collaborate cross-functionally with Product, Engineering, Legal Engineering, and Go to Market teams to deliver the best possible experience for our customers. Working closely with lawyers at top tier firms globally, you’ll become an expert in how they use Legora to transform their work. Every day, you’ll solve problems, identify patterns, and make our users’ experience with support feel fast, structured, and deeply helpful. What You’ll Do - Deliver exceptional support: Take end-to-end ownership of customer issues for our enterprise clients, delivering fast, precise, and high-quality resolutions in high-stakes, time-sensitive environments. - Communicate with expertise: Communicate clearly and confidently with demanding professional users, translating technical concepts into concise, actionable guidance. - Master the product: Develop deep expertise in Legora’s platform to diagnose and resolve complex, high-impact issues that require structured thinking and sound judgment. Guide users through complex workflows, and unlock value for legal teams. - Drive improvements: Identify recurring issues and user pain points, collaborating with Product and Engineering teams to drive solutions. - Deliver with excellence: Deliver a consistently high-quality, detail-oriented support experience that reflects the standards of our customers. - Create resources: Help build and maintain help documentation, FAQs, and best practices that empower users to succeed independently. - Shape the function: As an early team member, contribute to building processes, workflows, and standards that will scale globally. - Monitor proactively: Proactively monitor customer usage patterns and identify potential issues before they escalate, ensuring a consistently smooth experience. Who You Are - You’ve handled complex, high-stakes B2B relationships, taking full ownership of issues and consistently delivering exceptional outcomes. - You have a proven track record of delighting demanding professional clients and turning frustrated users into advocates. - You notice patterns, identify potential issues before they escalate, and collaborate cross-functionally to drive lasting improvements. - You are customer-obsessed and genuinely care about user success. - You are technically curious and comfortable learning new software quickly, explaining technical concepts clearly. - You are experienced with support tools like Intercom, Zendesk, or similar platforms. - Having a background in SaaS, AI, or legal tech environments is a strong plus. Why This Role Matters This isn’t just another support role. You’ll be instrumental in: - Building the support foundation for one of Europe’s most ambitious AI companies. - Directly impacting product adoption and customer satisfaction at a critical growth stage. - Learning from industry experts while helping shape the future of legal AI. - Growing your career rapidly in a high-growth environment. Legora is an Equal Opportunity Employer At Legora, we believe great teams are built on diversity of thought and experience. We’re proud to be an equal opportunity employer and committed to creating an inclusive, high-performance culture where everyone can do their best work. We welcome people of all backgrounds and don’t discriminate based on race, color, religion, national origin, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other characteristic protected by law.