Customer Support Manager
New
J
JobgetherLegal Technology
Fully remote position available across Canada and the United States, with the role based in Canada.Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- At least 5 years of experience in a customer-facing technical support environment, including 2+ years leading, supervising, or mentoring a support team.
- Required Skills
- Generative AITechnical supportData analyticsCustomer support
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.
- At least 2+ years leading, supervising, or mentoring a support team.
- Hands-on experience with legal practice management, matter management, docketing, or document automation platforms.
- Proven ability to introduce structure into a support organization, including SLAs, escalation processes, and quality assurance.
- Experience working with helpdesk or ticketing platforms and their reporting capabilities.
- Experience using generative AI tools such as ChatGPT, Claude, or Copilot for productivity and workflows.
- Strong analytical and data-driven decision-making skills to identify trends, risks, and opportunities.
- Strong technical troubleshooting capabilities across application and environment-related issues.
- Excellent written and verbal communication skills for interaction with sophisticated customers.
- Strong understanding of legal-industry workflows, particularly for paralegals or legal technology professionals.
Responsibilities
- Lead and develop the Support team through regular one-on-ones, ticket reviews, coaching, feedback, and clear performance expectations.
- Personally manage Tier 1 and Tier 2 customer inquiries across the product portfolio, providing expert support through email, phone, and callback channels.
- Diagnose functional and technical issues, reproduce defects, and coordinate with product development and cloud operations when engineering support is required.
- Establish and maintain ticket classification standards, service-level targets, escalation procedures, and consistent support workflows.
- Develop operational reporting covering ticket volume, backlog, ageing, response and resolution times, recurring defects, and customer and product trends.
- Drive practical AI adoption across support, including ticket triage, response drafting, thread summarization, and knowledge management.
- Lead recurring continuous-improvement initiatives focused on automation, self-service, quality assurance, support deflection, and operational efficiency.
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