User Operations Lead

There are hundreds of thousands of lawyers across Europe — and at Libra, we're transforming how they work. Our AI platform combines deep legal reasoning with cutting-edge generative technology, fundamentally changing how lawyers research, draft, and deliver legal work. In just over a year, we've scaled from 0 to €3M ARR, partnered with leading law firms, corporate legal departments, and publishers, and established ourselves as Europe's fastest-growing legal AI company. Backed by top-tier investors, Libra is building the operating system for modern legal work — and you can help us write its next chapter.

As User Operations Lead, you'll own and scale the customer support function at Libra. You'll build and lead a team of User Operations Specialists who serve as the first line of contact for our customers, ensuring fast, empathetic, and high-quality responses across all channels.

You'll design and optimize support processes, implement tools and metrics, and work closely with Customer Success, Sales, and Legal Engineering to create a seamless user experience. This is a hands-on leadership role — you'll roll up your sleeves to solve problems directly while developing a scalable, structured support organization as Libra continues to grow.

• Build, lead, and coach a growing team of User Operations Specialists, fostering a culture of empathy, accountability, and continuous improvement.
• Own the overall user support experience — ensuring timely, accurate, and high-quality responses to customer inquiries.
• Define and optimize workflows, SLAs, and escalation processes between User Operations, Legal Engineering, and Customer Success.
• Analyze support data to identify trends, recurring issues, and opportunities to improve user experience.
• Implement and manage customer support tools (e.g., Intercom, Zendesk, or Freshdesk) and maintain a robust knowledge base.
• Partner with Product and Engineering to triage and communicate user feedback, bug reports, and feature requests.
• Contribute to onboarding and training programs for new User Operations team members.
• Collaborate with Marketing and Product to ensure consistent tone, messaging, and communication across all user touchpoints.
• Occasionally step in to handle escalated or sensitive customer cases directly.

• 2–5 years of experience in Customer Support, User Operations, or Customer Success, ideally within a B2B SaaS or tech environment.
• Previous experience leading or mentoring a support team in a high-growth company.
• Strong operational mindset — you know how to design scalable systems, measure quality, and optimize processes.
• Excellent written and verbal communication skills with a natural sense of empathy and professionalism.
• Data-driven and detail-oriented — you track metrics, identify patterns, and translate insights into action.
• Comfortable collaborating cross-functionally with Product, Sales, and Customer Success teams.
• Strong familiarity with modern support tools (e.g., Intercom, Zendesk, Freshdesk, HubSpot Service Hub).
• Fluent in German and English (both required).
• Bonus: experience in legal tech, SaaS, or professional services environments.

• Full ownership of Libra's User Operations function — from strategy to execution.
• The opportunity to build and lead a high-performing team at one of Europe's fastest-growing AI startups.
• Close collaboration with senior leadership, Customer Success, and Product — your impact will be visible from day one.
• A fast-paced, high-growth environment where autonomy and initiative are valued.
• Competitive compensation and strong career progression opportunities.
• On-site work from the Merantix AI Campus in Berlin, Europe's leading AI innovation hub or remote.

There are hundreds of thousands of lawyers across Europe — and at Libra, we're transforming how they work. Our AI platform combines deep legal reasoning with cutting-edge generative technology, fundamentally changing how lawyers research, draft, and deliver legal work. In just over a year, we've scaled from 0 to €3M ARR, partnered with leading law firms, corporate legal departments, and publishers, and established ourselves as Europe's fastest-growing legal AI company. Backed by top-tier investors, Libra is building the operating system for modern legal work — and you can help us write its next chapter.