Customer Support Manager

Jobgether; Canada; Remote; CAD 90,000 - 140,000; Full time

Benefits offered by this job

Remote work

Leadership opportunity

Professional development

AI-enabled environment

Cross-functional exposure

Travel 5–10%

Job summary

Jobgether is seeking a Customer Support Manager based in Canada to lead a hands-on support team within a growing legal technology environment. You will resolve Tier 1/2 issues, design scalable processes, and collaborate closely with product, engineering, and services teams to improve reliability and client communication.

The role emphasizes leadership, continuous improvement, and intelligent use of AI tools to enhance efficiency while maintaining high client satisfaction, with occasional travel

Qualifications

• Post-secondary degree or equivalent experience.
• At least 5 years in customer-facing technical support, with 2+ years leading a team.
• Hands-on experience with legal technology platforms as a user/admin/support professional.
• Experience building structured support processes (SLAs, escalation, knowledge base).
• Experience with helpdesk/ticketing systems and reporting; migration experience is a plus.
• Experience using generative AI tools to improve productivity and communication.
• Strong troubleshooting across application, integration, and environment issues.
• Data-driven with ability to produce meaningful operational reports.
• Excellent written and verbal communication for sophisticated clients and stakeholders.
• Leadership skills to coach and develop a team and drive continuous improvement.
• Comfort with remote work and collaboration in a lean environment.
• Familiarity with Microsoft 365 and document management platforms as advantages.
• Experience deploying or optimizing AI support agents and related channels.

Responsibilities

• Own and manage the support queue for Tier 1 and 2 inquiries across legal tech products.
• Diagnose issues, reproduce defects, and coordinate with engineering and cloud operations.
• Serve as escalation point for complex client situations and outages.
• Lead, coach, and develop the support team with regular reviews and training.
• Establish and maintain ticket classification, SLAs, escalations, and knowledge management.
• Oversee selection and adoption of the support system of record and change management.
• Create operational reports on ticket volumes, backlog, aging, and trends.
• Develop online help resources and use AI tools to accelerate content accuracy.
• Promote responsible AI use in support workflows while ensuring quality.
• Collaborate with product, cloud operations, and services teams on escalations and risks.
• Monitor client health signals and drive actions to improve satisfaction.
• Lead continuous improvement initiatives for automation and deflection.
• Maintain compliance with support standards and documentation.

Skills

Leadership

Customer support

Troubleshooting

AI tools

Data-driven

Communication

Cross-functional

Education

Post-secondary degree

Tools

Helpdesk systems

NetDocuments

iManage

Microsoft 365

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for aCustomer Support Managerbased inCanada.

This is a hands‑on leadership opportunity for an experienced support professional to shape the client experience within a growing legal technology environment. You’ll lead a support team while remaining directly involved in complex Tier 1 and Tier 2 customer issues. The role combines people leadership, technical troubleshooting, process design, reporting, and continuous improvement. You’ll establish scalable standards for SLAs, ticket classification, escalations, knowledge management, and support quality. You’ll work closely with product, engineering, cloud operations, and professional services teams to resolve issues and improve reliability. With AI increasingly integrated into support workflows, you’ll also help identify practical ways to improve efficiency while maintaining accuracy and a high standard of client communication. This remote role offers meaningful ownership and visibility, with occasional travel to offices, client sites, and industry events.

Accountabilities

• Hands‑on support:Own and manage the support queue, personally resolving Tier 1 and Tier 2 inquiries across a portfolio of legal technology products through email, phone, and callback channels.
• Technical troubleshooting:Diagnose functional and technical issues, reproduce defects, identify root causes, and coordinate with engineering and cloud operations when specialist intervention is required.
• Escalation management:Act as the escalation point for complex or sensitive client situations, keeping sophisticated legal‑industry customers informed throughout outages, defects, and longer‑running issues.
• Team leadership:Manage, coach, and develop the support team through regular one‑to‑ones, ticket reviews, structured feedback, performance management, and ongoing training.
• Support processes:Establish and maintain ticket classification, severity levels, service‑level targets, escalation workflows, documentation standards, and other repeatable support processes.
• Support systems:Lead the assessment, selection, configuration, implementation, and adoption of the support system of record, including team training and change management.
• Reporting and KPIs:Build operational reporting covering ticket volumes, backlog, ageing, response and resolution times, recurring defects, client trends, and product‑level performance.
• Knowledge management:Own the development and maintenance of online help resources and internal documentation, using AI tools to accelerate content creation while ensuring information remains accurate and current.
• AI adoption:Promote responsible use of generative AI for response drafting, ticket triage, thread summarization, and knowledge discovery, while reviewing AI‑generated content for accuracy, tone, and client readiness.
• Cross‑functional collaboration:Establish a regular operating cadence with product development, cloud operations, and professional services teams covering escalations, release readiness, known defects, and client risks.
• Client health:Monitor support signals that may indicate account risk, respond to customer feedback, and collaborate with leadership on proactive actions that strengthen satisfaction and retention.
• Continuous improvement:Lead recurring improvement initiatives focused on automation, self‑service, quality assurance, deflection, and operational efficiency, with measurable outcomes.
• Operational compliance:Maintain appropriate support standards, documentation, controls, and practices while contributing to a reliable and consistent client experience.

Requirements

• Education:Post‑secondary degree or an equivalent combination of education and relevant professional experience.
• Support leadership:At least 5 years of customer‑facing technical support experience, including 2+ years leading, supervising, or mentoring a support team.
• Legal technology experience:Hands‑on experience with legal practice management, matter management, docketing, document automation, or comparable legal technology platforms as a user, administrator, or support professional.
• Process development:Demonstrated success introducing structure to a support function, such as ticket classification, SLAs, escalation processes, knowledge management, quality assurance, or related operating practices.
• Support platforms:Practical experience with helpdesk or ticketing systems and associated reporting; experience implementing or migrating a support platform is a strong advantage.
• AI proficiency:Experience using generative AI tools such as ChatGPT, Claude, or Copilot to improve productivity, workflows, troubleshooting, or customer communication.
• Technical capability:Strong troubleshooting and analytical skills across application, integration, and environment‑related issues, with sound judgment about when to investigate further and when to elevate.
• Data‑driven mindset:Ability to work effectively with operational metrics, identify trends and risks, and establish meaningful reporting where processes or metrics are not yet mature.
• Communication:Excellent written, verbal, and listening skills, with the ability to communicate clearly and professionally with sophisticated clients and internal stakeholders.
• Leadership:Strong coaching and people‑development skills, with the ability to establish accountability while fostering ownership and continuous improvement.
• Cross‑functional collaboration:Comfortable partnering with engineering, cloud operations, professional services, and leadership teams to achieve shared client outcomes.
• Independence and adaptability:Comfortable working remotely and independently within a lean, resource‑conscious environment while balancing strategic priorities with hands‑on operational delivery.
• Preferred experience:Familiarity with Microsoft 365, including Outlook, Word, and SharePoint, as well as document management platforms such as NetDocuments or iManage.
• Additional advantage:Experience deploying or optimizing AI support agents, chatbots, automated deflection channels, knowledge bases, or help centres, along with exposure to cloud operations or hosted application support.

Benefits

• Remote work:Work remotely from Canada with a flexible environment designed for distributed collaboration.
• Full‑time employment:Regular full‑time position with a 37.5‑hour scheduled work week.
• Leadership opportunity:Significant ownership over the evolution of the support function, its processes, systems, and customer experience.
• Professional development:Opportunity to coach and develop a support team while expanding your own leadership, technical, and operational expertise.
• AI‑enabled environment:Opportunity to help shape practical AI adoption across customer support and knowledge management.
• Cross‑functional exposure:Work closely with product development, cloud operations, professional services, and senior leadership.
• Travel opportunities:Approximately 5–10% travel, including periodic office visits, occasional client engagements, and industry conferences.
• Impact:Directly influence customer satisfaction, retention, operational efficiency, and the scalability of a growing technology support organization.