Customer Support Manager

About the role

As Customer Support Manager, you will lead a customer support function while remaining closely involved in day-to-day client interactions. You will own the customer experience from initial request through resolution, balancing hands-on troubleshooting with team leadership and operational improvement. The role offers an opportunity to modernize support through stronger processes, reporting, knowledge management, and AI-enabled workflows. You will work closely with product development, cloud operations, and professional services to resolve complex issues and improve service delivery. You will also help identify at-risk customers and turn support insights into stronger retention and satisfaction. This is an ideal opportunity for a player-coach who enjoys building structure in a lean, collaborative, and technology-focused environment.

Accountabilities

• Lead and develop the Support team through regular one-on-ones, ticket reviews, coaching, feedback, and clear performance expectations.
• Personally manage Tier 1 and Tier 2 customer inquiries across the product portfolio, providing expert support through email, phone, and callback channels.
• Diagnose functional and technical issues, reproduce defects, and coordinate with product development and cloud operations when engineering support is required.
• Act as the escalation point for complex or sensitive customer situations, including issues involving senior client stakeholders.
• Establish and maintain ticket classification standards, service-level targets, escalation procedures, and consistent support workflows.
• Develop operational reporting covering ticket volume, backlog, ageing, response and resolution times, recurring defects, and customer and product trends.
• Evaluate the existing support platform and lead the selection, implementation, configuration, migration, and adoption of a new system where appropriate.
• Build and maintain a reliable knowledge base and internal documentation process, using AI to accelerate content creation while ensuring accuracy and relevance.
• Drive practical AI adoption across support, including ticket triage, response drafting, thread summarization, routing, and identification of knowledge gaps, while reviewing AI-generated content before it reaches customers.
• Establish a regular operating cadence with product development, cloud operations, and professional services around escalations, releases, known defects, and at-risk customers.
• Monitor customer health through support signals, survey feedback, and NPS insights, supporting proactive engagement and retention initiatives.
• Lead recurring continuous-improvement initiatives focused on automation, self-service, quality assurance, support deflection, and operational efficiency.
• Keep customers informed during outages, defects, and extended investigations, maintaining clear and professional communication throughout the resolution process.

Requirements

• Post-secondary degree or an equivalent combination of education and professional experience.
• At least 5 years of experience in a customer-facing technical support environment, including 2+ years leading, supervising, or mentoring a support team.
• Hands-on experience with legal practice management, matter management, docketing, document automation, or comparable enterprise software platforms, either as a user, administrator, or support professional.
• Demonstrated ability to introduce structure into a support organization, including ticket classification, SLAs, escalation processes, knowledge management, quality assurance, or similar operational frameworks.
• Experience working with helpdesk or ticketing platforms and their reporting capabilities; experience implementing, migrating, or significantly improving a support platform is an advantage.
• Experience using generative AI tools such as ChatGPT, Claude, or Copilot to improve productivity, workflows, support operations, or customer communications.
• Strong analytical and data-driven decision-making skills, with the ability to establish meaningful metrics and use them to identify trends, risks, and opportunities.
• Strong technical troubleshooting capabilities across application, integration, and environment-related issues, with sound judgment around when to investigate further and when to escalate.
• Excellent written and verbal communication skills, with the ability to communicate effectively and professionally with sophisticated customers, including during challenging situations.
• Strong understanding of legal-industry workflows, particularly those relevant to docketing teams, paralegals, legal assistants, or legal technology professionals.
• Strong player-coach mindset, with the ability to balance hands-on support delivery, people leadership, operational reporting, and strategic improvement.
• Ability to work effectively across teams, influence stakeholders, and collaborate with product development, cloud operations, and professional services.
• Comfortable working independently in a remote, lean, and resource-conscious environment where leaders are expected to be both strategic and hands-on.
• Familiarity with Microsoft 365 tools such as Outlook, Word, and SharePoint, as well as document management platforms such as NetDocuments or iManage, is preferred.
• Experience deploying or optimizing AI support agents, chatbots, automated deflection channels, knowledge bases, or help centres is a plus.
• Exposure to cloud operations or hosted application support environments is also an advantage.

Benefits

• Fully remote position available across Canada and the United States, with the role based in Canada.
• Full-time position with a scheduled workweek of approximately 37.5 hours.
• Hands-on leadership opportunity with significant influence over support strategy, processes, systems, and customer experience.
• Opportunity to shape the adoption of AI and modern support technologies within a growing support function.
• Collaborative environment with regular interaction across support, product development, cloud operations, and professional services.
• Approximately 5–10% travel, including periodic office visits, occasional customer-site visits, and industry conferences.
• Opportunity to build and implement new support infrastructure, processes, reporting, and knowledge-management practices.
• Regular opportunities to drive measurable continuous-improvement initiatives and directly influence customer retention and satisfaction.