Sr. Manager, Customer Support

Net Documents is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work.

• Own the customer experience across our global Frontline teams, serving as the single accountable leader for team performance, customer outcomes, and operational health
• Set strategy and drive achievement of key performance indicators including CSAT, productivity, knowledge creation, and response & resolution time SLAs
• Lead the Frontline team providing coaching, mentorship, and structured performance management at multiple levels
• Serve as a senior escalation point for complex customer accounts and thematic issues, including executive-level engagement when needed
• Champion cross-functional collaboration with Product, Engineering, and Customer Success to advocate for the customer and drive resolution of systemic issues and defect trends
• Challenge the status quo at every turn, leading and sponsoring significant operational improvements through AI‑powered initiatives that elevate service delivery, team efficiency, and customer experience
• Use data and operational insights to identify trends, inform strategic decisions, and communicate the state of support to senior leadership
• Partner with the Senior Director on workforce planning, organizational design, and long‑range strategic planning
• Foster a culture of continuous learning, knowledge creation, and customer‑first thinking across the team

• Bachelor’s degree or equivalent experience
• 4+ years leading Customer Support teams, with demonstrated experience managing team leads or senior technical individual contributors
• 7+ years of experience in a Customer Support organization, ideally supporting a technical SaaS product
• Demonstrated track record of driving measurable improvement in support operations and customer satisfaction

• Experience supporting legal professionals or within a legal technology environment
• Proven experience implementing AI‑driven support tools or automation workflows that resulted in measurable efficiency gains
• Customer Support operations and management in a Salesforce Service Cloud environment
• Experience leading teams using a Knowledge‑Centered Support (KCS) methodology
• Experience using data analysis or business intelligence tools to drive operational decisions
• Experience designing or scaling support operations across a global, follow‑the‑sun support model

• The People!
• 90 % healthcare premiums company covered
• HSA company contribution
• 401(k) match at 4 % with immediate vesting
• Flexible PTO (typically 3 to 4 weeks a year)
• 10 paid holidays
• Monthly contributions for life activities & wellness
• Access to Linked In Learning with monthly dedicated time to explore

The compensation range for this position is: $140,000 - $160,000 including bonus.

Net Documents is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, marital status, or other protected characteristics.