Manager, Technical Support

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. Key Responsibilities Daily Case Operations & SLA Management: Oversee ticket triage across Litera products (e.g., Litera One, Kira), ensuring balanced distribution and timely attention. Manage SLA threshold monitoring and proactive escalation 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. Team Performance & Coaching: 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 the company culture. Use performance metrics (AHT, FCR, CSAT) to drive targeted coaching, peer shadowing, and knowledge‑sharing workshops. Model a player‑coach approach—step in to assist with complex cases or help clear backlogs as needed. Customer Experience & Case Quality Standards Enforcement: Enforce consistency in tone, clarity, documentation, and product usage across all support responses. Track CSAT, First Contact Resolution, 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 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. Continuous Improvement & Governance: Identify recurring patterns and coordinate improvement initiatives—e.g., refine documentation, introduce macros, or automate routing workflows. Audit case quality, run QA sessions, and spearhead service improvement planning. Key Capabilities & Traits Team Leadership & Development – Inspire and coach a dynamic team across experience levels. Operational Discipline – Juggle high volumes with grace; understand SLAs, entitlement rules, and workflow optimization. Customer Advocacy – Deliver impactful, personalized service, escalating with clarity when needed. Communication & Collaboration – Effectively communicate across individual contributors and cross‑functional partners (Product, Engineering, Success). Analytical Thinking & Accountability – Analyze metrics, own root‑cause detection, and drive data‑informed improvements confidently. Qualifications Bachelor’s in business, IT, Legal Studies, or equivalent customer‑facing support experience; 5+ years in technical or customer support; a minimum of 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, a plus. Experience with Litera products or legal document management systems (e.g., DOCX, drafting tools), a plus. Benefits Comprehensive benefits package, including health insurance, retirement savings plans, generous paid time off, and a supportive work‑life balance. Career growth and professional development opportunities. Inclusive work environment celebrating diversity. Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr Litera Group