Manager, Technical Support

FREEDOM SOLUTIONS GR; Denver (CO); Hybrid; USD 100,000 - 115,000; Full time

Benefits offered by this job

Medical insurance

401(k) with company match

Employee recognition programs

Job summary

Litera, the leader in legal tech, seeks a Manager of Technical Support to shape the customer experience for top law firms. This hybrid Denver-based role focuses on guiding a high-performing team, owning daily case operations, and collaborating with Engineering, Product, and QA to resolve escalations and improve service quality.

You will drive metrics-driven improvements, design playbooks, and deliver clear operational reporting while developing people and processes behind scalable support.

Qualifications

• 5+ years in technical or customer support with at least 2 years in a leadership role.
• Experience coaching and developing support teams across multiple levels.
• Strong ability to manage SLAs, entitlement rules, and high-volume workflows.

Responsibilities

• Lead daily case operations across Litera’s product suite, including triage, SLA management, backlog reviews, and escalation.
• Coach and develop a high-performing support team through 1:1s, reviews, and targeted coaching based on metrics (AHT, FCR, CSAT).
• Own customer experience and case quality standards, enforce consistent tone and documentation, and perform root-cause analysis.
• Drive process improvements, refine playbooks, introduce automation, and lead QA audits and service improvement planning.
• Partner with Engineering, Product, and QA to manage escalations and close feedback loops.
• Deliver operational reporting and dashboards (daily, weekly, monthly) for leadership visibility into queue health and CSAT.

Skills

Leadership

SaaS experience

Customer support

Education

Bachelor's degree

Tools

Zendesk

Salesforce Service Cloud

Jira

Job description

Ready to Help Shape the Future of Legal Tech?! At Litera, we don’t just build software, we transform how the world’s top law firms operate. Every day, we Raise The Bar™ for what’s possible through AI, innovation, and solutions that power millions of legal professionals worldwide. If you’re energized by scale, real impact, and meaningful challenges, you’ll feel right at home here.

Where You’ll Work

Hybrid: This is a hybrid role based in Denver or on the West Coast with the expectation to be in office at least 3 days a week for collaboration and connection.

Why this Role Matters

As Manager of Technical Support, you’ll lead Litera’s frontline support function — directly shaping the customer experience for the world’s top law firms while building and coaching a high-performing team. You’ll own daily case operations and SLA management across Litera’s product suite, drive continuous improvement in CSAT, first contact resolution, and case quality, and partner cross-functionally with Engineering, Product, and QA to resolve escalations and close feedback loops. This is a player‑coach leadership role where your ability to blend strategic thinking with hands‑on operational discipline will keep support running at a high standard while developing the people and processes behind it. If you’re energized by leading teams, protecting service quality, and making support a competitive advantage, this is your opportunity.

What You’ll Deliver

• Lead daily case operations across Litera’s product suite — overseeing ticket triage, SLA management, backlog reviews, and proactive escalation to ensure high-stakes legal accounts receive timely, high-quality support.
• Build, coach, and develop a high-performing support team through weekly 1:1s, quarterly reviews, career growth planning, and targeted coaching driven by performance metrics (AHT, FCR, CSAT).
• Own customer experience and case quality standards — enforcing consistency in tone, clarity, and documentation, and performing root cause analysis when KPIs decline to deploy improvement initiatives.
• Drive continuous process improvement by identifying recurring patterns, refining playbooks and documentation, introducing automation, and leading QA audits and service improvement planning.
• Partner cross-functionally with Engineering, Product, and QA to manage escalations, close customer feedback loops, and ensure support‑level issues are resolved efficiently.
• Deliver operational reporting and dashboards (daily, weekly, monthly) that give senior leadership clear visibility into queue health, SLA adherence, CSAT, and risk.

Litera is committed to providing reasonable accommodations throughout the recruitment process. If you need an accommodation, please let us know and we’ll work with you to meet your needs.

What You’ll Bring Must-Haves

• 5+ years in technical or customer support with a minimum of 2 years in a leadership role, ideally within SaaS or legal technology.
• Hands‑on experience with support platforms and tools such as Zendesk, Salesforce Service Cloud, Jira, and analytics/reporting dashboards.
• Proven ability to coach and develop support teams across experience levels — with a player‑coach mindset and willingness to step in on complex cases.
• Strong operational discipline with experience managing SLAs, entitlement rules, and high-volume case workflows.
• Analytical mindset with the ability to identify patterns in metrics, own root cause analysis, and drive data‑informed improvements.
• Bachelor’s degree in Business, IT, Legal Studies, or equivalent experience.

Nice to Haves

• Knowledge of KCS methodology and familiarity with case deflection tools or Service Improvement Plans.
• Experience with Litera products or legal document management systems.
• Background designing support onboarding programs, playbooks, or quality assurance frameworks.
• Experience managing escalations for high‑value enterprise or legal accounts.

Great candidates don’t check every box.

What You’ll Experience

• A team that shows up. Work alongside people who collaborate, support one another, and lead with integrity.
• Global Reach. Partner with teams around the world to solve complex challenges that matter.
• Real opportunity for growth. Expand your impact through meaningful stretch opportunities, visibility and career development.
• AI-driven innovation. Work at the intersection of legal technology, customer outcomes, and cutting‑edge AI.

Pay Transparency for Colorado Applicants

The base salary range for this role is $100,000 to $115,000 USD. Final compensation will be determined based on experience, skills, education, and other relevant qualifications. This role is also eligible to participate in a company bonus plan. In addition to base salary, Litera offers a comprehensive benefits package, including medical, dental, and vision coverage, a 401(k) with company match, and incentive and recognition programs. Benefits are subject to eligibility requirements.

Litera is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

Litera is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world’s largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.