Customer Support Manager

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Manager based in United States.** This is a hands-on leadership opportunity for an experienced support professional to shape the client experience within a growing legal technology environment. You’ll lead a support team while remaining directly involved in complex Tier 1 and Tier 2 customer issues. The role combines people leadership, technical troubleshooting, process design, reporting, and continuous improvement. You’ll establish scalable standards for SLAs, ticket classification, escalations, knowledge management, and support quality. You’ll work closely with product, engineering, cloud operations, and professional services teams to resolve issues and improve reliability. With AI increasingly integrated into support workflows, you’ll also help identify practical ways to improve efficiency while maintaining accuracy and a high standard of client communication. This remote role offers meaningful ownership and visibility, with occasional travel to offices, client sites, and industry events. ### Accountabilities - **Hands-on support:** Own and manage the support queue, personally resolving Tier 1 and Tier 2 inquiries across a portfolio of legal technology products through email, phone, and callback channels. - **Technical troubleshooting:** Diagnose functional and technical issues, reproduce defects, identify root causes, and coordinate with engineering and cloud operations when specialist intervention is required. - **Escalation management:** Act as the escalation point for complex or sensitive client situations, keeping sophisticated legal-industry customers informed throughout outages, defects, and longer-running issues. - **Team leadership:** Manage, coach, and develop the support team through regular one-to-ones, ticket reviews, structured feedback, performance management, and ongoing training. - **Support processes:** Establish and maintain ticket classification, severity levels, service-level targets, escalation workflows, documentation standards, and other repeatable support processes. - **Support systems:** Lead the assessment, selection, configuration, implementation, and adoption of the support system of record, including team training and change management. - **Reporting and KPIs:** Build operational reporting covering ticket volumes, backlog, ageing, response and resolution times, recurring defects, client trends, and product-level performance. - **Knowledge management:** Own the development and maintenance of online help resources and internal documentation, using AI tools to accelerate content creation while ensuring information remains accurate and current. - **AI adoption:** Promote responsible use of generative AI for response drafting, ticket triage, thread summarization, and knowledge discovery, while reviewing AI-generated content for accuracy, tone, and client readiness. - **Cross-functional collaboration:** Establish a regular operating cadence with product development, cloud operations, and professional services teams covering escalations, release readiness, known defects, and client risks. - **Client health:** Monitor support signals that may indicate account risk, respond to customer feedback, and collaborate with leadership on proactive actions that strengthen satisfaction and retention. - **Continuous improvement:** Lead recurring improvement initiatives focused on automation, self-service, quality assurance, deflection, and operational efficiency, with measurable outcomes. - **Operational compliance:** Maintain appropriate support standards, documentation, controls, and practices while contributing to a reliable and consistent client experience. ## Requirements - **Education:** Post-secondary degree or an equivalent combination of education and relevant professional experience. - **Support leadership:** At least 5 years of customer-facing technical support experience, including 2+ years leading, supervising, or mentoring a support team. - **Legal technology experience:** Hands-on experience with legal practice management, matter management, docketing, document automation, or comparable legal technology platforms as a user, administrator, or support professional. - **Process development:** Demonstrated success introducing structure to a support function, such as ticket classification, SLAs, escalation processes, knowledge management, quality assurance, or related operating practices. - **Support platforms:** Practical experience with helpdesk or ticketing systems and associated reporting; experience implementing or migrating a support platform is a strong advantage. - **AI proficiency:** Experience using generative AI tools such as ChatGPT, Claude, or Copilot to improve productivity, workflows, troubleshooting, or customer communication. - **Technical capability:** Strong troubleshooting and analytical skills across application, integration, and environment-related issues, with sound judgment about when to investigate further and when to escalate. - **Data-driven mindset:** Ability to work effectively with operational metrics, identify trends and risks, and establish meaningful reporting where processes or metrics are not yet mature. - **Communication:** Excellent written, verbal, and listening skills, with the ability to communicate clearly and professionally with sophisticated clients and internal stakeholders. - **Leadership:** Strong coaching and people-development skills, with the ability to establish accountability while fostering ownership and continuous improvement. - **Cross-functional collaboration:** Comfortable partnering with engineering, cloud operations, professional services, and leadership teams to achieve shared client outcomes. - **Independence and adaptability:** Comfortable working remotely and independently within a lean, resource-conscious environment while balancing strategic priorities with hands-on operational delivery. - **Preferred experience:** Familiarity with Microsoft 365, including Outlook, Word, and SharePoint, as well as document management platforms such as NetDocuments or iManage. - **Additional advantage:** Experience deploying or optimizing AI support agents, chatbots, automated deflection channels, knowledge bases, or help centres, along with exposure to cloud operations or hosted application support. ## Benefits - **Remote work:** Work remotely from US with a flexible environment designed for distributed collaboration. - **Full-time employment:** Regular full-time position with a 37.5-hour scheduled work week. - **Leadership opportunity:** Significant ownership over the evolution of the support function, its processes, systems, and customer experience. - **Professional development:** Opportunity to coach and develop a support team while expanding your own leadership, technical, and operational expertise. - **AI-enabled environment:** Opportunity to help shape practical AI adoption across customer support and knowledge management. - **Cross-functional exposure:** Work closely with product development, cloud operations, professional services, and senior leadership. - **Travel opportunities:** Approximately 5–10% travel, including periodic office visits, occasional client engagements, and industry conferences. - **Impact:** Directly influence customer satisfaction, retention, operational efficiency, and the scalability of a growing technology support organization.