Customer Support Manager

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Lead the Support team at BEC and take charge of the client experience from the moment a request is received until it is resolved.

• Personally address Tier 1 and Tier 2 client inquiries via email, phone, and callback requests across the BEC product suite.

• Diagnose both functional and technical issues, reproduce defects, and collaborate with the R&D and Cloud Operations teams.

• Act as the escalation point for complex or sensitive client situations.

• Keep clients updated during outages, defects, and prolonged issues.

• Manage, mentor, and develop the Support team through one-on-one meetings, ticket reviews, and structured feedback.

• Define and enforce ticket classification based on tier and product.

• Establish, monitor, report, and refine SLA response and resolution targets.

• Document and operationalize escalation workflows within R&D.

• Evaluate, select, configure, implement, and train the team on a support system of record.

• Create operational reports covering volume, backlog, ticket aging, response and resolution times, defect clusters, and client/product trends.

• Oversee the Online Help and internal documentation processes, utilizing AI to improve authoring speed and maintain accuracy.

• Promote AI adoption for drafting responses, triage, routing, thread summaries, and identifying knowledge gaps; audit the output.

• Establish a regular working relationship with R&D, Cloud Ops, and Professional Services.

• Identify at-risk accounts, follow up on NPS and survey responses, and initiate proactive client outreach.

• Lead a quarterly continuous improvement initiative with measurable outcomes.

⛳️ Requirements

• A post-secondary degree or an equivalent combination of experience and education.

• A minimum of 5 years in a customer-facing technical support role.

• At least 2 years of experience leading, supervising, or mentoring a support team.

• Hands-on experience with legal practice management, matter management, or document automation platforms.

• Proven track record of implementing and adopting support structures such as ticket classification, SLAs, escalation processes, knowledge management, or quality assurance.

• Hands-on experience with a helpdesk or ticketing platform, including reporting capabilities.

• Familiarity with generative AI tools such as Claude, ChatGPT, or Copilot.

• Ability to thrive in a data-driven, metrics-oriented environment and create metrics where none currently exist.

• Exceptional written and verbal communication skills, strong listening abilities, and a genuine service orientation.

• Comfortable working independently and remotely in a streamlined organization.

• Preferred: knowledge of Microsoft 365, NetDocuments, or iManage.

• Preferred: experience in deploying or fine-tuning an AI support agent, chatbot, or automated deflection channel.

• Preferred: experience managing a knowledge base or help center.

• Preferred: exposure to cloud operations or hosted application support environments.

🏝️ Benefits

• Regular worker type.

• 37.5 scheduled weekly hours.