Platform Consultant - London

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.

Responsibilities

Own Enterprise and Strategic Premium issues from first signal to resolution and maintain clean handoffs across a global team; Build deep expertise across Legora, including Assistant, Tabular Review, Workflows, Editor, and the Word Add-in, to diagnose and resolve complex, high-impact issues; Translate technical detail into concise, confident guidance for demanding professional users; Own every issue to resolution before escalating and route escalations with complete diagnostics, clear impact, and a recommended path; 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 for enterprise readiness, escalation precision, and handoff quality; Cover the global handoff rhythm and pick up open issues with full context, leaving nothing ambiguous

Requirements

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

Nice to have

Background in SaaS, AI, or legal tech

Benefits

Global collaboration; Meaningful work; Competitive package; In-person environment