Manager, Customer Care

Litera

154d

About The Position

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. 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.

Requirements

• 5+ years in technical or customer support; a minimum of 2 years in leadership, ideally with SaaS or legal tech.
• Hands-on experience with Zendesk, Salesforce Service Cloud, Jira, analytics/reporting dashboards.
• Bachelor’s in business, IT, Legal Studies, or equivalent.

Nice To Haves

• Knowledge of KCS methodology.
• Familiarity with case deflection tools or Service Improvement Plans.
• Experience with Litera products or legal document management systems.

Responsibilities

• Oversee ticket triage across Litera products, ensuring balanced distribution and timely attention.
• Monitor SLA thresholds closely and escalate proactively as cases approach breaches, especially for high-stakes legal accounts.
• Lead daily operations stand-ups, review backlog status, prioritize case reopening, and identify automation or process gaps.
• Create strong alignment with other teams (Engineering, Product, QA) to manage escalations or support-level breaches efficiently.
• Conduct weekly 1:1s, formal quarterly reviews, and career growth planning sessions.
• Design and deliver thorough onboarding covering Litera’s product suite, support tools, best practices, and company culture.
• Use performance metrics to drive targeted coaching, peer shadowing, and knowledge-sharing workshops.
• Model a player-coach approach—assist with complex cases or help clear backlogs as needed.
• Enforce consistency in tone, clarity, documentation, and product usage across all support responses.
• Track CSAT, First Contact Resolution (FCR), and reopen rates; perform root cause analysis for declines, then deploy improvement initiatives.
• Own escalations for high-impact clients—ensuring urgency, clarity, and speedy resolution.
• Channel customer feedback to Product and Engineering teams for product refinements or feature adjustments.
• Ensure team adherence to support playbooks, entitlement checks, internal SLAs, and tooling procedures.
• Generate daily, weekly, and monthly dashboards summarizing queue health, SLA adherence, CSAT, and risk markers for senior leadership.
• Identify recurring patterns and coordinate improvement initiatives—e.g., refine documentation, introduce macros, or automate routing workflows.
• Audit case quality, running QA sessions, and spearhead service improvement planning.

Benefits

• Health insurance
• Retirement savings plans
• Generous paid time off
• Supportive work-life balance
• Career paths and opportunities for professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees