Manager, Customer Care

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Manager, Customer Care page is loaded## Manager, Customer Care locations:
USA-Colorado time type:
Full time posted on:
Posted 30+ Days Agojob requisition :
R-500865
** Job Description
**** Join Our Team at Litera:
Where Legal Technology Meets Excellence
** Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience.

Every day, we help more than 2.3 million legal professionals focus on their craft. Litera:
Less busy work, more of your life’s work.
** Overview:
** As a
** Manager, Customer Care
** at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. We are looking for an experienced Support Manager to lead our frontline support function, delivering operational efficiency, coaching talent, and maintaining exceptional service standards. The ideal candidate will blend strategic insight with hands-on management, ensuring daily operations stay on track while continuously improving customer outcomes and internal processes.

This role spans both tactical oversight and long-term planning, similar to what leading technical support roles describe as merging strategic leadership with daily team management.
*
* Key Responsibilities:

*** Daily Case Operations & SLA Management  Queue Leadership:
Oversee ticket triage across Litera products (e.g., Litera One, Kira), ensuring balanced distribution and timely attention.  SLA Strategy:
Wrap your arms around SLA threshold monitor closely and escalate proactively as cases approach breaches, especially for high-stakes legal accounts.  Operational Reviews:
Lead daily operations stand-ups, review backlog status, prioritize case reopening, and identify automation or process gaps.  Cross-Functional Sync:
Create strong alignment with other teams (Engineering, Product, QA) to manage escalations or support-level breaches efficiently.
* Team Performance & Coaching  1:1s & Reviews:
Conduct weekly 1:1s, formal quarterly reviews, and career growth planning sessions.  Onboarding Excellence:
Design and deliver thorough onboarding—covering Litera’s product suite, support tools, best practices (like Coaching Best Practices), and the company culture.  Continuous Skill Growth:
Use performance metrics (AHT, FCR, CSAT) to drive targeted coaching, peer shadowing, and knowledge-sharing workshops.  High-Performing Culture:
Model a player-coach approach—step in to assist with complex cases or help clear backlogs as needed.
* Customer Experience & Case Quality  Standards Enforcement:
Enforce consistency in tone, clarity, documentation, and product usage across all support responses.  KPI Monitoring:
Track CSAT, First Contact Resolution (FCR), and reopen rates; perform root cause analysis for declines, then deploy improvement initiatives.  Escalation Stewardship:
Own escalations for high-impact clients—ensuring urgency, clarity, and speedy resolution.  Feedback Loop:
Channel customer feedback to Product and Engineering teams for product refinements or feature adjustments.
* Process Adherence & Reporting  Playbook Compliance:
Ensure team adherence to support playbooks, entitlement checks, internal SLAs, and tooling procedures.  Reporting Cadence:
Generate daily, weekly, and monthly dashboards summarizing queue health, SLA adherence, CSAT, and risk markers for senior leadership.  Continuous Improvement:
Identify recurring patterns and coordinate improvement initiatives—e.g., refine documentation, introduce macros, or automate routing workflows.  Governance:
Audit case quality, running QA sessions, and spearhead service improvement planning.
** Key…