Customer Support Manager

📋 Description

• Own and manage the support queue, personally resolving Tier 1 and Tier 2 inquiries across a
• Diagnose functional and technical issues, reproduce defects, identify root causes, and coordinate
• Act as the escalation point for complex or sensitive client situations, keeping sophisticated
• Manage, coach, and develop the support team through regular one-to-ones, ticket reviews, structured
• Establish and maintain ticket classification, severity levels, service-level targets, escalation
• Lead the assessment, selection, configuration, implementation, and adoption of the support system

🎯 Requirements

• Post-secondary degree or an equivalent combination of education and relevant professional
• At least 5 years of customer-facing technical support experience, including 2+ years leading
• Hands-on experience with legal practice management, matter management, docketing, document
• Demonstrated success introducing structure to a support function, such as ticket classification
• Practical experience with helpdesk or ticketing systems and associated reporting; experience
• Experience using generative AI tools such as ChatGPT, Claude, or Copilot to improve productivity

🎁 Benefits

• Remote work from US with a flexible environment designed for distributed collaboration.
• Regular full-time position with a 37.5-hour scheduled work week.
• Significant ownership over the evolution of the support function, its processes, systems, and
• Opportunity to coach and develop a support team while expanding your own leadership, technical, and
• Opportunity to help shape practical AI adoption across customer support and knowledge management.
• Work closely with product development, cloud operations, professional services, and senior