Director of Customer Risk & Escalations

present of AI; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Present of AI is seeking a Senior-level Customer & Solutions professional for a remote role in the United States. You will lead executive customer communications, coordinate cross-team incident responses, and help shape legal workflows as AI-driven case work expands.

In this role you’ll learn how AI drafting and intake systems behave in practice, study escalation patterns, and practice clear communication about model limits to firm leaders and clients in regulated environments.

Responsibilities

• Executive customer communication
• Cross-team incident coordination
• Legal workflow familiarity
• Process building and documentation

Job description

Customer & Solutions · Remote - US · Senior level

How it fits the AI era

AI changes the front line of support by handling routine questions and drafting responses, so escalation work shifts toward the complex, ambiguous and relationship heavy cases that need a person. Judgment about when to commit resources, how to communicate bad news, and how to rebuild trust stays human. The role also gains a new category of issues as customers adopt AI driven case work and need help understanding and trusting it.

How it builds AI experience

Working here builds hands on familiarity with AI tools that run legal case work, including how they fail and how to explain failures to firm leaders. A candidate can build this by learning how AI drafting and intake systems behave in practice, studying escalation patterns in AI assisted products, and practicing clear communication about model limits. Experience with legal tech or regulated professional services adds credibility.

Worth showing

• Executive customer communication
• Cross team incident coordination
• Legal workflow familiarity
• Process building and documentation

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Eve

An AI platform that runs case work for plaintiff-side law firms, from intake and case audits to demand letters and discovery drafting.