Customer Support Lead

About the role

Support is where trust is won or lost. Law firms work against tight deadlines and can't afford to wait — a slow response or an unresolved issue can derail a case. As our Customer Support Lead, you'll help build and run the reactive layer of our CX function: owning ticket resolution, managing escalations, surfacing patterns, and building a small team of support agents. This is a player-coach role — you'll be handling tickets yourself while also building the systems, documentation, and processes that will let us scale support without sacrificing quality.

What You'll Own

• Build systems to triage and resolve inbound support tickets across email, portal, and phone — first response within 2 business hours, resolution within 24–48 hours for standard issues
• Own technical support escalations: portal bugs, access issues, submission errors, document delivery failures — coordinate with the engineering team and track items in Linear
• Manage the formal complaints process: log every complaint, identify root cause, propose resolution within 48–72 hours, and ensure nothing falls through the cracks
• Own collections follow-up: proactively manage overdue accounts through a structured process, preserving the customer relationship while resolving the outstanding balance
• Build and document clear escalation paths: know when to involve engineering, legal ops, or leadership — and communicate timelines clearly to customers
• Analyze ticket volume and themes monthly; surface the top patterns to product and operations through a structured VoC review
• Build the support team — hire, onboard, and develop support agents as volume grows
• Develop and maintain support documentation, FAQs, and internal runbooks so resolutions are consistent and repeatable

What We're Looking For

• 4–6 years of B2B customer support experience, including at least 2–3 years in a lead or senior individual contributor role
• Experience handling technical support in a SaaS environment — you don't need to be an engineer, but you can credibly troubleshoot and communicate with one
• Strong process and documentation instincts — you build runbooks, escalation paths, and playbooks because you know scale requires it
• Empathetic under pressure — you can de-escalate a frustrated partner at a law firm while simultaneously coordinating a fix with engineering
• Experience with ticketing systems (Zendesk, Intercom, Front, Pylon, or similar)
• Proven ability to manage collections or billing escalations with professionalism and relationship preservation
• Eagerness to hire and develop a team as volume demands it
• Legal services, healthcare, or document workflow background a strong plus

Success Metrics

• First Response Time: < 2 business hours for all inbound tickets during business hours
• Resolution Time: Standard tickets resolved or workaround provided within 24–48 hours
• Complaint Closure Rate: 100% of complaints logged, responded to within 24 hours, resolved within 72 hours
• Ticket Theme Reporting: Monthly VoC summary delivered to product and leadership
• CSAT / Satisfaction Signal: Positive feedback trend from customers on support interactions