Sr. Manager, Customer Support

NetDocuments•Lehi, UT

1d•Hybrid

About The Position

NetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. The company strives to win together through passionate hard work, exploring new things and recognizing every interaction matters. NetDocuments provides rewarding career growth in an inclusive, diverse environment where employees are encouraged to openly contribute creative ideas and innovation, backed by supportive peers and leadership working together to achieve goals as a unified team. The company is dedicated to empowering its employees to drive successful business outcomes and better user experiences for customers and partners, which has led to numerous accolades including being named among Inc. Magazine’s 5000 Fastest-Growing Private Companies in America for 2022, 2023, & 2024, and multiple Top Workplace awards. NetDocuments is seeking a Senior Customer Support Manager who is driven to be an operator, innovator, and leader. This role will lead the global Frontline Support teams within the NetDocuments Customer Support organization, managing both individual contributors and Team Leads. As a senior operational and strategic leader, they will be responsible for ensuring service excellence, cross-functional influence, and continuous improvement across their portfolio. Operating within a follow-the-sun support model serving customers worldwide, the Senior Manager plays a critical role in shaping team capability, operational maturity, and the overall customer experience, working closely with the Senior Director of Customer Support along with Product and Engineering leadership to ensure the voice of the customer drives business decisions.

Requirements

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.

Nice To Haves

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.

Responsibilities

Own the customer experience across our global Frontline teams, serving as the single accountable leader for team performance, customer outcomes, and operational health
Sets strategy and drives achievement of key performance indicators including CSAT, productivity, Knowledge creation, and Response & Resolution time SLAs.
Leads the Frontline team providing coaching, mentorship, and structured performance management at multiple levels.
Serves as a senior escalation point for complex customer accounts and thematic issues, including executive-level engagement when needed.
Champions cross-functional collaboration with Product, Engineering, and Customer Success to advocate for the customer and drive resolution of systemic issues and defect trends.
Challenges 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.
Uses data and operational insights to identify trends, inform strategic decisions, and communicate the state of support to senior leadership.
Partners with the Senior Director on workforce planning, organizational design, and long-range strategic planning.
Fosters a culture of continuous learning, knowledge creation, and customer-first thinking across the team.