Full-Time Customer Support Manager

Role Overview:

We are seeking a Customer Support Manager to lead and scale the company’s client support operations. This is a hands-on leadership role where you’ll manage a small support team, oversee daily ticket operations, and handle high-impact client interactions with top law firms.

Key Responsibilities:

• Client & Team Leadership: Lead and mentor Customer Support Representatives, manage complex client inquiries, and maintain white-glove communication standards.
• Operational Excellence: Manage Zendesk operations, develop SOPs for ticket handling, and track support metrics dashboards.
• Continuous Improvement & Reporting: Conduct weekly reviews, identify automation opportunities, and present reports on customer satisfaction and team performance.
• Support product testing and QA for new feature releases.

Requirements:

• 6+ years of experience in customer support or client service management (SaaS, tech, or legal-tech).
• Experience managing a small-to-mid support team (3–5 members) across multiple time zones.
• Exceptional written and verbal English communication.
• Hands-on proficiency with Zendesk or similar ticketing platforms.
• Strong organizational and problem-solving skills.
• Ability to stay calm and professional under pressure.
• Comfortable working with leadership and cross-functional teams.

Nice-to-Have:

• Background in legal operations or paralegal work.
• Experience in early-stage or scaling startup environments.
• Familiarity with support QA programs or customer success frameworks.
• Experience designing or maintaining knowledge bases.

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