Platform Specialist - Sydney

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.

Responsibilities

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

Requirements

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

Nice to have

SaaS; AI; legal tech