Customer Support Manager

Customer Support Manager

Location: Remote

Reports To: VP of Operations, BEC Legal Systems

Travel: Estimated 5-10%: periodic visits to the Cincinnati office, occasional client sites, and industry conferences (e.g., ILTACON)

About BEC Legal Systems has served the legal community for decades, evolving from its roots in Cincinnati, Ohio into a trusted provider of enterprise software for law firms and corporate legal departments nationwide. Our BEC CoreRelate Framework - including MatterLink, Docket Enterprise, LegalBar, and Assemble-It - helps legal teams manage attorney calendars, track matters, and automate document creation directly within the Microsoft Office environment they already rely on.

Our clients stay with us because our team knows their firms, their workflows, and their deadlines. As we modernize our support organization - new tooling, a real knowledge base, and AI woven into how the work gets done - we are hiring a leader to own that function and make responsiveness a competitive advantage.

About the Role As Customer Support Manager, you will lead BEC's Support team and own the client experience from the moment a request arrives through to resolution. You may come to this from software support, or have experience working as a docket manager or specialist, paralegal, legal assistant, or legal technology coordinator who lived in systems like ours. You will define how we classify, prioritize, escalate, and measure support work - while carrying a queue yourself.

This is deliberately a hands-on leadership role, roughly half player and half coach. You will personally handle Tier 1 and Tier 2 inquiries across our product suite and refine the team's processes and infrastructure: SLA targets, escalation path into R&D, a trusted knowledge base, and a working cadence with R&D and Cloud Ops. You will also lead the evaluation of the existing system of record for support.

Key Responsibilities Hands-On Support Delivery (approximately 50%)

• Own the queue: Act as a product expert and respond directly to Tier 1 and Tier 2 client inquiries by email, phone, and callback request across MatterLink, Docket Enterprise, LegalBar, Assemble-It, CoreRelate Cloud, and CoreRespond.
• Troubleshoot and resolve: Diagnose functional and technical issues, reproduce defects, and collaborate with R&D and Cloud Ops on anything that needs engineering involvement.
• Escalate where needed: Serve as the escalation point for the team's most complex or most sensitive client situations, including issues raised by firm administrators, IT directors, and managing partners.
• Communicate under pressure: Keep clients informed during outages, defects, and long-running issues, maintaining consistent communication with clients.

Team Leadership, Process, and Systems (approximately 50%)

• Team Leadership and Development: Manage, coach, and develop the Support team through regular 1:1s, ticket reviews, and structured feedback; set clear expectations and build a culture of ownership and continuous improvement.
• Ticket Classification: Define and roll out a classification scheme by tier (L1/L2) and by product, pilot it on new tickets, and enforce it consistently so that reporting reflects reality.
• SLA Definition and Tracking: Establish baseline response and resolution targets by severity, develop the appropriate tracking mechanisms, report against it weekly, and revise the targets as required.
• Escalation Path to R&D: Document and operationalize a formal escalation process into R&D - entry criteria, required information, ownership, and expected turnaround creating a defined workflow.
• Support Systems Evaluation: Lead the evaluation of the support system of record, including needs assessment, identification of the right vendor based on the businesses' requirements, workflow configuration, implementation of a new system, and team training and change management.
• Reporting and KPIs: Build and maintain the operational reporting that leadership and the team rely on - volume, backlog and ticket ageing, response and resolution times, recurring defect clusters, and client-level and product-level trends.
• Knowledge Base Ownership: Establish a sustainable process for creating and maintaining Online Help and internal documentation, using AI to accelerate authoring and to keep content aligned to current product functionality rather than letting it go stale.
• AI Adoption: Drive practical adoption of AI across the Support team - drafting client responses, triaging and routing incoming tickets, summarizing threads, and surfacing knowledge gaps - and audit AI-assisted output for accuracy and tone before it reaches a client.
• Cross-Functional Cadence: Establish and hold a regular working rhythm with R&D, Cloud Ops, and Professional Services covering escalations, release readiness, known defects, and at-risk clients.
• Client Health and Retention: Partner with leadership to own the support side of client health - identifying at-risk accounts from support signals, closing the loop on NPS and survey responses, and driving proactive outreach to maintain healthy client relationships and drive increased retention.
• Continuous Improvement Projects: Take ownership of a recurring improvement initiative each quarter - automation, deflection, QA scoring, self-service content - with a defined outcome and measurable result.

Core Competencies Legal workflow fluency: Bring a working understanding of how our clients use BEC and use it to interpret requests, process severity, and represent the client's reality. Deeply understands the needs of a docketing team, paralegal or legal assistant, and can earn the trust of our user base by speaking to their reality.

Player-Coach Balance: Comfortable resolving tickets personally and simultaneously coaching, reporting, or presenting to leadership, giving the appropriate attention to each key responsibility.

Process and Playbook Building: Creates repeatable structure (classification, SLAs, escalation paths, documentation standards) and manages adoption in a small team.

Data-Driven Decision Making: Uses ticket and performance data to assess team performance, identify trends and risk areas early, and make the case for change in a data-driven manner.

Technical Troubleshooting: Thinks critically and diagnoses methodically across application, integration, and environment issues; knows when to keep digging and when to escalate.

AI Fluency and Judgment: Uses generative AI tools to improve speed and quality of support work, and applies the judgment to know where AI output needs verification before a client sees it.

Client Communication: Writes and speaks clearly and professionally to sophisticated legal-industry clients, particularly in challenging situations.

Cross-Functional Influence: Works effectively with R&D, Cloud Ops, and Professional Services, aligning them around shared client outcomes.

Adaptability and Resourcefulness: Operates effectively in a lean, close-knit organization, balancing daily delivery with building in a resource-constrained environment.

Required Skills & Qualifications Post-secondary degree, or an equivalent combination of experience and education.

5+ years in a customer-facing technical support role, including at least 2 years leading, supervising, or mentoring a support team.

Hands-on experience with legal practice management, matter management, or document automation platforms (e.g., BEC's suite — Docket Enterprise, MatterLink, LegalBar, Assemble-It, CoreRelate Cloud — or comparable tools) as a user, administrator, or support resource.

Track record of introducing structure to a support function - ticket classification, SLAs, escalation processes, knowledge management, or QA - and getting it adopted.

Hands-on experience with a helpdesk or ticketing platform, including reporting; experience implementing or migrating one is a strong advantage.

Experience using generative AI tools (e.g., Claude, ChatGPT, Copilot) to improve personal productivity, optimize workflows, or improve client communication.

Capability to excel in a data-driven, metrics-oriented environment, and to build the metrics where they do not yet exist.

Excellent written and verbal communication skills, with strong listening skills and a genuine service orientation.

Comfortable working independently and remotely, in a lean organization where leaders are both strategic and hands-on.

Preferred Skills & Qualifications Familiarity with the Microsoft 365 ecosystem (Outlook, Word, SharePoint) and with document management systems such as NetDocuments or iManage.

Experience deploying or tuning an AI support agent, chatbot, or automated deflection channel in a live client-facing environment.

Experience owning a knowledge base or help centre, including content standards and a maintenance cadence.

Exposure to cloud operations or hosted application support environments.

Business Unit: Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas' vision