Full-Time Customer Support Manager
General Counsel Ai is hiring a remote Full-Time Customer Support Manager. The career level for this job opening is Manager and is accepting USA, Canada based applicants remotely. Read complete job description before applying.
General Counsel Ai
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GC AI is an AI platform for in-house lawyers, using LLMs to build AI agents for legal advice. They have 500+ legal teams as customers, 95% retention, and an NPS of 75.
About the Role:As GC AI’s first Customer Support Manager, you’ll build the support function, define systems, processes, and culture. You’ll be the voice of customers, partnering with Product, Engineering, and Customer Success. Your impact will be immediate and long-lasting, creating scalable workflows and owning key support metrics.
Why this role matters:Ensure every customer support interaction reflects GC AI's quality and care. Manage and grow the support org, own SLAs, and turn support into a strategic advantage.
What you'll do:- Lead, mentor, and develop a small support team.
- Own, build and optimize support processes, workflows, and tools.
- Track and report on key support metrics.
- Partner with Product and Engineering to resolve customer issues.
- Collaborate with Customer Success.
- Design and maintain a customer knowledge base and FAQs.
- Drive continuous improvement.
- Represent customer needs in cross-functional discussions.
- Build the foundation of support at GC AI.
- Turn support into a strategic advantage.
- Translate feedback into actionable insights.
- Elevate customer experience by setting and owning SLAs.
- Lay the groundwork for team growth.
- 2+ years managing a customer support team in a high-growth startup.
- 4+ years as a customer support specialist.
- Strong track record of building and scaling customer support processes.
- Excellent problem-solving, organizational, and communication skills.
- Deep customer-obsession.
- Ability to thrive in a fast-paced environment.
- Experience leveraging AI or automation tools.
- Familiarity with support platforms (e.g., Zendesk, Intercom, HelpScout) and analytics tools.
- Background supporting B2B SaaS customers.
- Experience creating support content and training programs.