Customer Support Manager

GC AI

87d

About The Position

As GC AI’s first Customer Support Manager, you’ll be building our support function from the ground up. This means more than just managing tickets — you’ll define the systems, processes, and culture that ensure every customer interaction reflects the speed, quality, and care we’re known for. You’ll serve as the voice of our customers, partnering closely with Product, Engineering, and Customer Success to turn issues into improvements and feedback into product innovation. Your impact will be immediate and long-lasting: you’ll create scalable workflows, own key support metrics, and help transform support into a strategic advantage that drives retention, expansion, and customer trust. This is a rare opportunity to take ownership of a mission-critical function at a Series A rocket ship, shaping how hundreds (soon thousands) of legal teams experience the future of legal AI.

Requirements

• 2+ years of experience managing a customer support team in a high-growth startup.
• 4+ years of experience as a customer support specialist or equivalent role.
• Strong track record of building and scaling customer support processes.
• Excellent problem-solving, organizational, and communication skills.
• Deep customer-obsession, with a passion for delivering outstanding experiences.
• Ability to thrive in a fast-paced, high-growth environment and manage competing priorities.
• Demonstrated commitment to continuous improvement and operational excellence.

Nice To Haves

• Experience leveraging AI or automation tools to scale customer support operations.
• Familiarity with modern support platforms (e.g., Zendesk, Intercom, HelpScout) and analytics tools.
• Background supporting B2B SaaS customers, ideally in enterprise or regulated industries.
• Experience creating support content, training programs, and customer-facing knowledge resources.

Responsibilities

• Lead, mentor, and develop a small support team; define tiering (T1/T2/escalation), on-call, and a growth plan while fostering a culture of customer-obsession and continuous improvement.
• Own, build and optimize support processes, workflows, and tools to handle increasing customer volume with speed and quality.
• Track and report on key support metrics (response times, CSAT, NPS) and implement improvements.
• Partner with Product and Engineering to escalate, triage, and resolve customer issues effectively.
• Collaborate with Customer Success to ensure seamless customer experiences across the lifecycle.
• Design and maintain a customer knowledge base, FAQs, and self-service resources.
• Drive a culture of 'getting 1% better every day' through regular training, coaching, and feedback.
• Represent customer needs in cross-functional discussions, ensuring their voice informs decisions.

Benefits

• Competitive salary, equity and healthcare.
• Hybrid company — many roles are remote-friendly, while some teams require meeting in person a couple of days a week in the Bay Area office.
• High-energy, joyful team environment.
• Mentorship and learning opportunities.
• Clear path for growth in an expanding company.
• Exposure to cutting-edge technologies and practices.
• Freedom to innovate and own crucial systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees