Quality & Coaching Specialist

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. 2,100+ customers across 80+ countries trust us, including Cleary Gottlieb, Goodwin, Linklaters, White & Case, Dentons, and Barclays. We’ve scaled to $200M+ in ARR, with teams across Europe, North America and APAC, and continue to expand through acquisitions including Qura, Walter AI, Graceview, Cadastral, and Wexler. 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 Our customers include some of the most demanding technical organisations in the world, and the quality of every support interaction shapes how they see us. We’ve built a strong quality system with scorecards, monitoring and regular calibration. We now need a senior specialist who can use it to coach teams around the world and raise the bar everywhere we serve customers. You’ll join a close-knit team that calibrates together and keeps its standards aligned through constant conversation. You’ll coach the teams supporting our most complex enterprise customers and our Technical Operations teams, and train our customers’ own IT and help desk teams to handle first-line support. If you do this well, customers get faster and more accurate answers, coaching becomes consistent rather than ad hoc, and Product hears quality patterns as a clear, regular signal. The role is based in Denver, so we can cover US and Asia-Pacific hours for coaching and customer training, as our customer base in Asia-Pacific grows. What you’ll do - Coach support and Technical Operations teams worldwide, adapting your approach to each team, region and time zone - Review tickets and customer conversations, and give specific, constructive feedback that changes how people work - Calibrate with the Quality & Training team so scoring and standards are applied consistently across teams and regions - Train customers’ IT and help desk teams to resolve common issues and escalate with the right information, running sessions for US and Asia-Pacific audiences - Turn quality patterns into training, guides and a regular, structured signal to Product and Engineering - Help shape the quality framework alongside the team, and share best practice and mentor colleagues What we’re looking for - Experience delivering concierge-level service to enterprise customers, ideally in engineering-led or highly technical organisations - Strong technical depth to troubleshoot complex software issues and speak credibly with engineers - Track record of coaching others, giving direct, constructive feedback and influencing senior colleagues, with measurable improvement in the quality of their work - Experience running quality assurance programmes, including scorecards and calibration, and using the data to find root causes - Strong ability to train customer IT and technical audiences and present clearly - Strong ability to work as part of a team that aligns on standards together, while working independently across regions and time zones - Professional fluency in English (C1 or above); working knowledge of an Asia-Pacific language such as Japanese or Korean is a strong plus WHAT’S IN IT FOR YOU - Global collaboration: Partner with teams and clients across Europe, APAC, and North America. - Competitive package: Comprehensive salary, benefits, and tools for success. - Meaningful work: Your efforts shape how thousands of lawyers use AI daily. - In-person environment: Union Square office designed for ambitious builders and company provided lunch daily. - Benefits & Perks: We invest in our people with a comprehensive, thoughtfully designed benefits package: Medical, Dental & Vision - Multiple medical plan options through Aetna and Kaiser Permanente - HSA or Healthcare FSA (based on plan selection) - Dental plans via MetLife - Vision plans via Vision Care Family Support - Generous parental leave - Free access to Maven Clinic - Dependent Care FSA - Free One Medical membership for employees and dependents Additional Perks - Pre-tax commuter benefits - Life Insurance + STD/LTD - 401(K) with generous company match - Unlimited PTO - Robust voluntary benefits, including identity protection (via Aura), legal coverage via MetLife, pet savings programs, and more 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.