Customer Enablement Specialist, Sydney

📋 Description

• • Join Legora, a pioneering AI-native legal tech company, and play a pivotal role in redefining how legal work is accomplished. We are not just building a solution for lawyers; we are building it *with* them, ensuring our platform truly meets their needs and enhances their capabilities. Our mission is to empower legal professionals to ask better questions, uncover deeper insights, and work more efficiently through an intelligent, AI-driven workspace. We are committed to pushing the boundaries of legal technology, making complex legal processes smarter, faster, and more human-centric. Already trusted by global firms such as Cleary Gottlieb, Goodwin, Bird & Bird, and Linklaters across more than 40 countries, Legora is experiencing rapid growth and continuous innovation. We operate with a philosophy of shipping fast, iterating effectively, and scaling rapidly, all by design. Becoming part of Legora means joining a team that rejects mediocrity and is dedicated to enabling lawyers to perform at their best with technology that understands them intimately. If you are driven by building from first principles, collaborating with exceptional individuals, and accelerating transformative change in a high-stakes, high-impact industry, this is the ideal opportunity for you. We are not merely shaping the future of legal tech; we are defining it, and we invite you to help us build the intelligent future of law.
• • As a Customer Enablement Specialist within our Operations team, you will be a cornerstone of our customer support function. This role offers a unique opportunity to deliver outstanding customer service, resolve intricate issues, and actively contribute to shaping the future of support at Legora. You will be instrumental in ensuring our enterprise clients have a seamless and highly effective experience with our platform. Your day-to-day will involve close collaboration with cross-functional teams, including Product, Engineering, Legal Engineering, and Go-to-Market, to guarantee the best possible outcomes for our customers. By working directly with lawyers from leading global firms, you will develop an expert-level understanding of how they leverage Legora to transform their professional workflows. Your responsibilities will encompass problem-solving, identifying trends and patterns in user interactions, and ensuring that every customer's experience with our support function is perceived as fast, structured, and profoundly helpful.
• • Key responsibilities include:
• • Deliver exceptional support: Respond to customer inquiries with remarkable speed, unwavering clarity, and genuine empathy, establishing yourself as the trusted and knowledgeable voice of Legora for our enterprise clients. You will be the primary point of contact for resolving issues and answering questions, ensuring client satisfaction and retention.
• • Master the product: Cultivate deep, comprehensive expertise in Legora’s AI-native platform. This involves thoroughly understanding its functionalities, troubleshooting complex technical issues, guiding users through intricate workflows, and proactively identifying opportunities to unlock greater value for legal teams.
• • Drive product and process improvements: Actively identify recurring issues, common user pain points, and areas for enhancement. Collaborate closely with the Product and Engineering teams, providing actionable insights and feedback to drive the development of effective solutions and product enhancements.
• • Create and maintain empowering resources: Contribute significantly to the creation and ongoing maintenance of our knowledge base. This includes developing and refining help documentation, comprehensive FAQs, and best practice guides designed to empower users to find solutions and succeed independently, thereby reducing reliance on direct support.
• • Shape the support function: As an early and integral member of the Operations team, you will have a direct impact on building and refining the processes, workflows, and operational standards that will underpin Legora's global scaling efforts. Your input will be crucial in establishing a best-in-class support infrastructure.
• • Proactive customer engagement: Beyond reactive support, you will engage proactively with customers to ensure they are maximizing their use of Legora, identifying potential challenges before they arise and offering solutions or training.
• • Feedback loop champion: Serve as a critical conduit for customer feedback, ensuring that insights gathered from user interactions are systematically relayed to relevant internal teams to inform product development and strategic decision-making.
• • Onboarding and training support: Assist in the development and delivery of training materials and sessions to help new users and teams get up to speed quickly and effectively on the Legora platform.
• • Issue escalation and resolution: Manage and resolve escalated customer issues efficiently, coordinating with technical teams when necessary to ensure timely and satisfactory resolutions.
• • Contribute to a positive customer experience culture: Champion a customer-centric mindset throughout the organization, advocating for user needs and ensuring that customer success is at the forefront of all initiatives.
• • Continuous learning: Stay abreast of the latest developments in AI, legal tech, and customer support best practices to continuously enhance your skills and contributions.
• • This role is more than just a support position; it is a strategic opportunity to build the foundational support infrastructure for one of Europe's most ambitious AI companies. You will directly influence product adoption and customer satisfaction during a critical growth phase, gain invaluable experience learning from industry experts, and help shape the future of AI in the legal sector. This is a high-growth environment where your career can accelerate rapidly.