Technical Support Manager: Lead Global Escalations

Litera; North Carolina; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Retirement savings plans

Generous paid time off

Professional development opportunities

Job summary

Litera is seeking a Manager, Technical Support in Raleigh, NC. You'll lead a team focused on high-quality customer outcomes across our product portfolio. This role involves coaching team members, managing escalations, and ensuring operational excellence.

The ideal candidate has at least 5 years of experience in tech support and 2 in a leadership role, with excellent communication skills. Join us in shape the future of legal tech!

Qualifications

• 5+ years of experience in technical or customer support, preferably in SaaS or enterprise software.
• 2+ years of experience in a people leadership or team lead role.
• Proven experience owning customer escalations in SLA-driven environments.

Responsibilities

• Lead, coach, and develop a team of Technical Support Engineers.
• Own customer escalations and serve as the primary leadership point.
• Monitor SLA adherence and lead operational reviews.

Skills

Technical or customer support experience

People leadership

Communication skills

Experience with Salesforce Service Cloud

Tools

Salesforce Service Cloud

Jira

Job description

Litera is seeking a Manager, Technical Support in Raleigh, NC. You'll lead a team focused on high-quality customer outcomes across our product portfolio. This role involves coaching team members, managing escalations, and ensuring operational excellence.

The ideal candidate has at least 5 years of experience in tech support and 2 in a leadership role, with excellent communication skills. Join us in shape the future of legal tech!