Customer Support Manager

Job Summary

A company is looking for a Customer Support Manager who can manage frontline customer issues while building and leading a scalable support team.

Key Responsibilities

• Serve as the front-line point of contact for customer support, triaging and resolving tickets for in-house legal teams
• Create and refine support processes, including ticketing SLAs and knowledge base articles
• Hire, onboard, train, and manage a high-performance support team, defining roles and KPIs

Required Qualifications

• 4-6+ years of experience in a high-growth B2B SaaS or legal-tech company
• Experience managing customer-facing support or solutions operations
• Proven ability to build processes from scratch, including ticketing flows and reporting metrics
• Strong analytical mindset with a focus on using data for process improvements
• Empathy for user experience, especially in legal or regulated environments