Manager, Customer Support

GC AI • San Mateo, CA

5d

About The Position

We are seeking a dynamic Customer Support Manager who thrives in a fast-paced startup environment and can wear two hats: first, as an individual contributor managing frontline ticketing, customer issues, and escalations; then, as the operator who builds and leads a scalable team. You will be the bridge between our customers (in-house legal teams) and our product/engineering organization. You’ll not only resolve today’s issues, but build the processes and team that enable us to support thousands of users seamlessly tomorrow. At GC AI, we are customer-obsessed, and need someone who is as well.

Requirements

• 4-6+ years of experience (startup environment preferred) in a high-growth B2B SaaS / legal-tech / enterprise-software company.
• Experience managing customer-facing support or solutions operations, ideally starting as an individual contributor and having scaled/operated a team.
• Strong track record in a fast-paced startup: comfortable with ambiguity, quickly evolving priorities, small-team resourcefulness.
• Excellent communication skills: able to translate between product/engineering and legal-business stakeholders (e.g., in-house counsel, legal ops).
• Demonstrated ability to build processes from scratch: ticketing flows, SLA frameworks, knowledge bases, metrics and reporting.
• Hands-on problem-solving: you are not afraid to roll up your sleeves and handle tickets yourself.
• Empathy for the user experience: you’ve supported demanding enterprise customers, especially in legal/regulated environments, and understand the importance of adoption and support quality.
• Strong analytical mindset: comfortable with metrics, dashboards, and using data to drive process improvement.

Nice To Haves

• Previous experience in the legal tech, legal operations, or contract lifecycle management space (CLM, matter management systems, legal AI).
• Experience with enterprise integrations (e.g., with legal document systems, internal tools, APIs).
• Built out support/solutions strategy in a SaaS company.
• Familiarity with AI/LLM-powered products, or experience supporting technical products used by legal professionals.
• Prior hiring, onboarding, and people-management experience (even if informal).
• Experience working in a remote/hybrid environment and building remote-friendly support workflows.

Responsibilities

• Serve as the front-line point of contact for customer support and solutions: triaging, diagnosing, prioritizing, and resolving tickets for in-house legal teams.
• Work closely with legal-tech-savvy users: understand their workflows, pain-points, and how our platform integrates with internal tools (e.g., contract systems, document repositories, matter management).
• Escalate and coordinate issues with engineering, product, and legal operations as needed- act as the translator between technical teams and legal-user stakeholders.
• Create, refine, and own support and solutions processes: ticketing SLAs, knowledge base articles, onboarding checklists, training materials, user segmentation, and escalation frameworks.
• Collect, analyze, and report support metrics (e.g., ticket volumes, resolution times, customer satisfaction, root-cause trends) and use them to drive improvements.
• Over time: hire, onboard, train, and manage a high-performance support/solutions team, define roles, career ladders, KPIs, and ensure the operational model scales.
• Contribute to cross-functional projects: collaborate with product to identify user pain-points, feed back into roadmap; with marketing for onboarding campaigns; with sales for post-sales transition.
• Maintain a deep empathy for the legal user, anticipate change management needs, drive adoption of new features and integrations, and be a champion of user satisfaction in the organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees