Remote Customer Support Manager — Elevate Client Experience

BEC Legal Systems; Cincinnati (OH); Hybrid; CAD 90,000 - 135,000; Full time

Job summary

BEC Legal Systems seeks a Customer Support Manager to lead the Support team, owning the client experience from the moment a request arrives through resolution. You may come from software support or roles in docket management, paralegal, or legal tech, and you will help classify, prioritize, escalate, and measure work while personally handling a queue.

This hands-on leadership role is roughly half player, half coach.

Qualifications

• Minimum 5+ years in a customer-facing technical support role with leadership experience.
• Hands-on experience with legal practice management or document automation platforms.
• Strong written and verbal communication, remote work discipline, and data-driven mindset.

Responsibilities

• Lead the Support team and own the client experience from intake to resolution.
• Define ticket classification, SLA targets, escalation paths, and knowledge management.
• Manage hands-on Tier 1/2 inquiries and collaborate with R&D, Cloud Ops, and Professional Services.
• Drive AI-assisted support initiatives, metrics, and continuous improvement.

Skills

Customer-facing support

Team leadership

SLA & escalation

AI adoption

Technical troubleshooting

Remote communication

Education

Post-secondary degree

Tools

Docket Enterprise

MatterLink

LegalBar

Assemble-It

CoreRelate Cloud

Job description

BEC Legal Systems seeks a Customer Support Manager to lead the Support team, owning the client experience from the moment a request arrives through resolution. You may come from software support or roles in docket management, paralegal, or legal tech, and you will help classify, prioritize, escalate, and measure work while personally handling a queue.

This hands-on leadership role is roughly half player, half coach.