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Full-time
Posted 57d ago
~40 hrs/week
Responsibilities
Act as the first point of contact for technical queries via phone and Intercom to resolve straightforward issues. Triage complex incidents and coordinate with second and third line teams to ensure timely customer resolutions.
Requirements
Requires a customer-focused professional with strong communication and problem-solving skills. Experience in a service desk environment and familiarity with Intercom or basic IT systems is beneficial.
Full job description
This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World’ and Inc. 5000’s ‘Fastest Growing Companies in America’, Luminance is disrupting the legal profession around the globe.
We are looking for a proactive and customer focused customer support professional to join our tech team. This role is responsible for handling incoming queries and incidents, resolving issues that can be quickly fixed, and ensuring every customer receives a clear and timely response outlining next steps.
Key Responsibilities
Act as the first point of contact for all technical support queries via phone and Intercom
Diagnose and resolve straightforward technical issues promptly and efficiently.
Triage more complex issues, ensuring they are accurately logged and escalated to the appropriate team.
Provide clear, professional and timely responses to all customers, even when a resolution is not immediate.
Keep customers informed of progress and expected next steps throughout the lifecycle of their request.
Maintain accurate records of incidents, resolutions and communications in the support system.
Follow internal processes and contribute to continuous improvement of support procedures.
Collaborate with second and third line teams to ensure smooth handover of escalated issues.
Success in This Role Success will be measured by the ability to resolve issues quickly where possible, maintain high levels of customer communication, and ensure no query is left without a clear response or next step.
Good problem solving skills with the ability to quickly assess and resolve common technical issues.
Excellent communication skills, both written and verbal.
A customer first mindset with a focus on clarity and responsiveness.
Ability to manage multiple tasks and prioritise effectively in a fast paced environment.
Experience working in a service desk or support environment is beneficial but not essential - experience with Intercom is a plus.
Basic understanding of IT systems, networks or software support is desirable.
Related keywords
Legal-Grade AIIntercomTechnical SupportService DeskTriageIncident ManagementIT SystemsSoftware SupportCustomer SupportEnterprise AI
Luminance’s Legal-Grade™ AI redefines enterprise decision-making, turning contracts from administration burden into strategic intelligence. Luminance’s multi-agent platform automates entire workflows, from creation and negotiation to risk review and compliance. It understands clauses, evaluates legal and commercial impact, takes action, and learns from every negotiation, becoming increasingly attuned to your business.
Developed by AI experts from the University of Cambridge, and trusted by over 1,000 of the world’s largest enterprises across 70+ countries, Luminance helps companies stay ahead of risk, seize opportunity, and outpace competition.
The company closed a $75 million Series C in early 2025 and is backed by world-leading investors including Point72 Private Investments and March Capital.
Luminance is hiring across the board. Get in touch to find out more.
Offices: 20 Station Road, Cambridge, CB1 2JD, GB · 6 Duke Street St James's, London, London SW11 6BN, GB · 1230 6th Avenue, 15th Floor, New York, New York 10022, US · 12 Marina View, #11-01, Asia Square Tower 2, Singapore, 018961, SG · Bernabéu First in Paseo de la Castellana, Madrid, ES
How many Legal jobs are open in Sydney, Australia right now?
There are currently 941 open legal positions in Sydney, Australia listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Legal roles in Sydney, Australia?
Companies currently hiring include Gilbert + Tobin, Axiom, Herbert Smith Freehills, KPMG Australia, Allens, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Legal jobs in Sydney, Australia?
Yes — 633 of the 941 open legal positions offer remote or hybrid work (23 remote, 610 hybrid).
How do I apply for Legal jobs in Sydney, Australia?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.