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 Customer Support Representatives.
• Manage complex client inquiries and high-sensitivity issues.
• Maintain white-glove communication standards.
• Oversee team coverage across time zones.
• Manage day-to-day Zendesk operations.
• Develop and document SOPs for ticket handling.
• Create and track support metrics dashboards.
• Conduct weekly reviews with the support team.
• Identify automation and workflow optimization opportunities.
• Support product testing and QA for new feature releases.

Requirements

• Experience in customer support management.
• Strong leadership and mentoring skills.
• Proficiency in Zendesk or similar support platforms.
• Excellent communication and interpersonal skills.
• Ability to analyze data and identify improvements.
• Experience in legal tech or similar industries is a plus.

Benefits

• Work with elite U.S. law firms.
• Opportunity for performance-based bonuses.
• Remote work flexibility.
• Collaborative and innovative company culture.
• Professional development opportunities.