Customer Support Manager

📋 Description

• Lead and develop the Support team through regular one-on-ones, ticket reviews, coaching, feedback
• Personally manage Tier 1 and Tier 2 customer inquiries across the product portfolio, providing
• Diagnose functional and technical issues, reproduce defects, and coordinate with product
• Act as the escalation point for complex or sensitive customer situations, including issues
• Establish and maintain ticket classification standards, service-level targets, escalation
• Develop operational reporting covering ticket volume, backlog, ageing, response and resolution

🎯 Requirements

• Post-secondary degree or an equivalent combination of education and professional experience.
• At least 5 years of experience in a customer-facing technical support environment, including 2+
• Hands-on experience with legal practice management, matter management, docketing, document
• Demonstrated ability to introduce structure into a support organization, including ticket
• Experience working with helpdesk or ticketing platforms and their reporting capabilities
• Experience using generative AI tools such as ChatGPT, Claude, or Copilot to improve productivity

🎁 Benefits

• Fully remote position available across Canada and the United States, with the role based in Canada.
• Full-time position with a scheduled workweek of approximately 37.5 hours.
• Hands-on leadership opportunity with significant influence over support strategy, processes
• Opportunity to shape the adoption of AI and modern support technologies within a growing support
• Collaborative environment with regular interaction across support, product development, cloud
• Approximately 5–10% travel, including periodic office visits, occasional customer-site visits, and