Customer Support Manager
Core
Lead BEC's Support team to own the client experience for legal practice management software, balancing hands-on Tier 1/2 troubleshooting with team leadership and process optimization.
Role type
Senior IC Customer Support Manager (Legal Tech)
Builds
Enterprise software solutions for law firms and corporate legal departments (MatterLink, Docket Enterprise, LegalBar, Assemble-It, CoreRelate Framework)
Domain
Legal Technology / Practice Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Legal workflow fluency, Technical troubleshooting, Process and playbook building, Data-driven decision making, AI fluency and judgment, Client communication, Cross-functional influence, Adaptability and resourcefulness
Preferred skills
Experience with helpdesk/ticketing platforms, Experience implementing or migrating support systems
Technologies
MatterLink, Docket Enterprise, LegalBar, Assemble-It, CoreRelate Cloud, CoreRespond, Generative AI tools
Responsibilities
Respond directly to Tier 1 and Tier 2 client inquiries via email, phone, and callback; Diagnose functional and technical issues and collaborate with R&D; Manage, coach, and develop the Support team; Define and enforce ticket classification schemes and SLA targets; Establish formal escalation paths to R&D; Lead evaluation and implementation of a new support system of record; Build operational reporting on volume, backlog, and KPIs; Drive practical adoption of AI for drafting responses and triaging tickets; Partner with leadership on client health and retention; Own recurring improvement initiatives for automation and self-service.
Seniority
Senior, hands-on IC with leadership responsibilities