Director of Client Support
Job Summary
Leading the Client Support function, the full-time Director of Client Support will manage a team of Support Specialists, establish service standards, and ensure high-quality support delivery for enterprise legal AI clients in a remote setting.
Key responsibilities
- Lead and develop the Support team, defining performance standards and ensuring accountability
- Establish and maintain service level agreement (SLA) targets for response and resolution times, and customer satisfaction
- Design operational infrastructure for triage and escalation processes to efficiently route client issues
Required qualifications
- 5+ years in customer support, with at least 2 years managing a technical support team at a B2B SaaS company
- Experience building support operations, including SLA frameworks and knowledge base infrastructure
- High aptitude for learning new software tools and a commitment to developing deep platform expertise
- Proficiency with support platforms such as Zendesk, Intercom, or HubSpot Service Hub
- Bachelor's degree required
Complete Job Description
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