Director of Client Support
New
S
SylloLegal AI
Remote, USAFull-TimeDirector
Salary$170,000 — $190,000 USD
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Job Details
- Experience
- 5+ years in customer support, with 2+ years managing a technical support team at a B2B SaaS company
- Required Skills
- Data AnalysisCustomer SuccessZendesk
Requirements
- 5+ years in customer support experience.
- 2+ years managing a technical support team at a B2B SaaS company.
- Demonstrated experience building support operations from an early stage, including SLA frameworks and escalation protocols.
- Proficiency with support platforms such as Zendesk, Intercom, or HubSpot Service Hub.
- Deep understanding of the expectations, pace, and stakes for legal professionals.
- Proven track record of data-driven management using metrics like CSAT, TTR, and ticket deflection.
- Strong cross-functional influence to collaborate with Product and Engineering.
- Bachelor's degree required.
- High aptitude for learning new software tools and passion for AI-powered products.
Responsibilities
- Hire, develop, and manage a team of Support Specialists.
- Establish and maintain SLA targets for response time, resolution time, and customer satisfaction.
- Build and maintain knowledge base, help documentation, and in-product guidance for self-service.
- Design triage, escalation, and handoff protocols to manage volume without sacrificing quality.
- Scale support operations toward a 24/7 follow-the-sun model.
- Analyze ticket patterns to surface systemic platform or process issues to Product and Engineering.
- Maintain and report on key support metrics including volume, resolution rate, and CSAT.
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