Customer Support Manager

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

📋 Description

• Lead BEC's Support team and take ownership of the client experience from the intake of requests through to resolution.

• Personally address Tier 1 and Tier 2 inquiries via email, phone, and callback requests across BEC's range of products.

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

• Escalate intricate or sensitive client situations involving firm administrators, IT directors, and managing partners.

• Maintain communication with clients during outages, defects, and prolonged issues.

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

• Define and implement ticket classification by tier and product.

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

• Document and operationalize escalation workflows for R&D.

• Evaluate, select, configure, and implement a support system of record, including team training and change management.

• Create operational reports on volume, backlog, ticket aging, response and resolution times, defects, and client/product trends.

• Oversee Online Help and internal documentation processes, utilizing AI to enhance authoring and maintenance.

• Drive AI adoption for response drafting, ticket triage, thread summaries, and knowledge-gap identification; review output for accuracy and tone.

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

• Identify at-risk accounts, follow up on NPS and survey feedback, and initiate proactive outreach to enhance retention.

• Lead a quarterly continuous improvement initiative with measurable outcomes.

⛳️ Requirements

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

• Over 5 years of experience in a customer-facing technical support role.

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

• Practical experience with legal practice management, matter management, or document automation platforms.

• Proven track record in introducing and implementing 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 work in a data-driven, metrics-oriented environment and to develop metrics where necessary.

• Excellent written and verbal communication skills, strong listening abilities, and a service-oriented mindset.

• Comfortable working independently and remotely within a lean organization.

• Preferred: familiarity with Microsoft 365, NetDocuments, or iManage.

• Preferred: experience 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 hours per week.

• Remote work arrangement.

• Occasional visits to the Cincinnati office, client sites, and industry conferences (estimated travel of 5–10%).