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 AnalysisZendesk
Requirements
- 5+ years of experience in customer support.
- 2+ years of management experience leading a technical support team at a B2B SaaS company.
- Experience building support operations from an early stage, including SLA frameworks and escalation protocols.
- Bachelor's degree.
- High aptitude for learning new software tools and commitment to product expertise.
- Proficiency with support platforms such as Zendesk, Intercom, or HubSpot Service Hub.
- Demonstrated ability to use data-driven management for operational decision making.
- Experience partnering with CS and Sales teams to drive retention and expansion.
- Understanding of the legal or professional services industry environment is a plus.
Responsibilities
- Hire, develop, and manage Support Specialists and define performance standards.
- Establish and maintain SLA targets for response time, resolution time, and customer satisfaction.
- Develop deep expertise in the Syllo platform to assist with training and escalation decisions.
- Design triage, escalation, and handoff protocols to route issues efficiently.
- Build and maintain a knowledge base and self-service resources for clients.
- Design staffing and shift structures to support 24/7 follow-the-sun coverage.
- Analyze ticket patterns and surface systemic issues to Product and Engineering teams.
- Report on support metrics such as volume, resolution rate, and CSAT to drive improvement.
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