💼 About This Role

You'll serve as a high-touch escalation point for enterprise customers of an AI-powered legal platform, owning complex support cases through resolution. You'll partner with Customer Success, Engineering, and Product teams to deliver proactive incident management and exceptional post-sale support.

🎯 What You'll Do

• Own high-severity support cases for Enterprise and Majors accounts
• Triage and resolve urgent customer issues across cross-functional teams
• Lead incident communications and post-incident retrospectives
• Develop escalation playbooks and support tooling

📋 Requirements

• 3-5 years in enterprise technical support or escalation management
• Experience managing high-level stakeholders internally and externally
• Strong technical foundation to troubleshoot complex systems
• Exceptional judgment under pressure in high-severity situations

✨ Nice to Have

• Experience supporting AI-powered or security-sensitive products
• Familiarity with incident management frameworks or on-call models
• Prior experience with law firms or professional services

🎁 Benefits & Perks

• 🚀 Work with frontier AI at a fast-scaling company
• 🏢 Hybrid flexibility in London office
• 📈 Unmatched growth opportunities
• 🤝 Collaborative, high-bar team