Quality & Coaching Specialist

Denverfull time

On Site

$126k–$150k

H1B: no

Legora Quality & Coaching Specialist at Legora responsible for coaching global support and Technical Operations teams to improve customer support quality. This role involves reviewing customer interactions, calibrating quality standards, and training customers' IT and help desk teams.

Responsibilities

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.
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

Qualification

Track record of coaching othersWhat’s In It For YouGlobal collaborationCompetitive packageMeaningful workIn-person environment

Required

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

Medical
Dental
Vision
401(k)
PTO
Parental Leave
Life Insurance

Company

Legora

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Source: ashby

Active within the past hour

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Quality systemScorecardsCustomer supportCoachingTraining

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Quality & Coaching Specialist at Legora · LumiJobs