Lead the client experience as a Customer Support Manager in Canada within a energetic legal technology environment. This hands-on role entails overseeing support teams and resolving complex Tier 1 and Tier 2 inquiries.
You will shape support processes, ensuring high standards while managing customer interactions across multiple channels. With your extensive technical support experience, you’ll establish scalable SLAs, ticket classifications, and escalation workflows. Collaborate cross-functionally with product and engineering teams to enhance overall reliability and develop practical AI integration strategies.
Key Responsibilities:
• Manage and resolve Tier 1 and Tier 2 support inquiries
• Diagnose and troubleshoot technical issues effectively




• Act as escalation point for sensitive client situations
• Lead, coach, and develop the support team
• Establish and maintain standardized support processes
Requirements:
• Minimum 5 years of technical customer support experience
• At least 2 years in a leadership capacity
• Hands-on knowledge of legal technology platforms
• Proficiency with helpdesk or ticketing systems
• Experience employing generative AI tools in support
Shape the future of customer support in a legal tech context by optimizing processes and enhancing client engagement.
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📌 Customer Support Manager in Canada (Ottawa)
🏢 Jobgether
📍 Ottawa