Customer Support Manager - Remote

Overview

We are seeking a Customer Support Manager who will lead and scale the company’s client support operations. This is a hands-on leadership role; you'll manage a small but growing support team, oversee daily ticket operations, and personally handle high-impact client interactions with some of the world’s top law firms.

In Short

• Lead and mentor a small customer support team.
• Manage complex client inquiries and high-sensitivity issues.
• Ensure white-glove communication standards with law firm clients.
• Oversee Zendesk operations and develop SOPs.
• Analyze recurring issues for product or process improvements.
• Conduct weekly reviews on team performance.
• Identify automation and workflow optimization opportunities.
• Present reports on customer satisfaction to leadership.
• Support product testing and QA for new features.
• Work in a fully remote environment with flexible hours.

Requirements

• 6+ years of experience in customer support or client service management.
• Experience managing a small-to-mid support team across time zones.
• Exceptional written and verbal English communication skills.
• Hands-on proficiency with Zendesk or similar platforms.
• Strong organizational and problem-solving skills.
• Ability to remain calm under pressure with demanding clients.
• Comfortable working with cross-functional teams.

Benefits

• Competitive salary based on experience.
• Fully remote work opportunity.
• Generous paid time off (PTO).
• Direct mentorship from industry experts.
• Ongoing access to learning and development resources.
• Opportunity for global networking.
• Flexible hours to support work-life balance.