Customer Support Manager - Remote

Overview

The Customer Support Manager will lead and scale the company’s client support operations, managing a small but growing support team while overseeing daily ticket operations and high-impact client interactions.

In Short

• Lead and mentor Customer Support Representatives.
• Manage complex client inquiries and high-sensitivity issues.
• Ensure white-glove communication standards with law firm clients.
• Oversee Zendesk operations and ticket handling.
• Develop and document SOPs for ticket handling.
• Create and track support metrics dashboards.
• Conduct weekly reviews to assess quality and efficiency.
• Identify automation and workflow optimization opportunities.
• Support product testing and QA for new features.
• Present regular reports on customer satisfaction and team performance.

Requirements

• Experience in customer support management.
• Strong leadership and mentoring skills.
• Proficiency in Zendesk or similar platforms.
• Excellent communication skills.
• Ability to analyze metrics and identify improvements.
• Experience in a legal tech environment is a plus.
• Ability to manage a remote team effectively.
• Strong problem-solving skills.
• Ability to work across time zones.
• Commitment to continuous improvement.

Benefits

• Work with top-tier legal technology clients.
• Opportunity for performance-based bonuses.
• Flexible working environment.
• Professional growth opportunities.
• Collaborate with a talented and motivated team.
• Access to cutting-edge technology and tools.
• Supportive company culture focused on long-term success.