Manager, Technical Support

Overview

Manager, Customer Care at Litera leads our frontline support function, delivering operational efficiency, coaching talent, and maintaining exceptional service standards. This role blends strategic insight with hands-on management to ensure daily operations stay on track while continuously improving customer outcomes and internal processes.

• Daily Case Operations & SLA Management:
  Oversee ticket triage across Litera products (e.g., Litera One, Kira), ensuring balanced distribution and timely attention.
• SLA Strategy:
  Monitor SLA thresholds 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:
  Align with Engineering, Product, QA to manage escalations or support-level breaches efficiently.
• Team Performance &
  
  Coaching:
  
  Conduct weekly 1:1s, formal quarterly reviews, and career growth planning.
• Onboarding Excellence:
  Design and deliver onboarding covering Litera’s product suite, support tools, best practices, and 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 and assist with complex cases or backlog clearance as needed.
• Customer Experience & Case Quality Standards Enforcement:
  Ensure 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 and 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 for product refinements or feature adjustments.
• Process Adherence & Reporting Playbook Compliance:
  Ensure team adherence to 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, conduct QA sessions, and lead service improvement planning.

• Bachelor’s in business, IT, Legal Studies, or equivalent customer-facing support experience.
• 5+ years in technical or customer support; at least 2 years in leadership, ideally with SaaS or legal tech.
• Hands-on with Zendesk, Salesforce Service Cloud, Jira, analytics/reporting dashboards.
• Knowledge of KCS methodology; familiarity with case deflection tools or Service Improvement Plans is a plus.
• Experience with Litera products or legal document management systems (e.g., DOCX, drafting tools) is a plus.

• The company culture:
  We emphasize helping each other grow, doing the right thing, and amplifying impact in the legal world.
• Commitment to Employees: A focus on tools and environment that matter to the difference-makers in the legal industry.
• Global, Dynamic, and Diverse Team: A global company with ambitious goals and opportunities for growth, collaboration, and problem-solving.
• Comprehensive Benefits Package:
  Health insurance, retirement savings plans, generous paid time off, and work-life balance support.
• Career Growth and Development:
  Clear career paths and opportunities for professional development in technical and leadership roles.

Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.