Customer Support Lead
Up to $75,000 USD per annum, depending on experience
About the Company:
My client is a fast-growing legal technology company transforming how law firms, legal teams, and clients collaborate. Our platform simplifies legal workflows, enhances transparency, and improves client experience through smart automation and secure digital tools.
They are seeking a Customer Support Lead who will own the end-to-end customer support function, ensuring every client receives an exceptional experience. This role is perfect for someone who thrives on building processes, mentoring teams, and bridging the gap between technology and client success.
Role Overview:
As Customer Support Lead, you’ll oversee the customer support operations, lead a small team, and collaborate closely with Product, Sales, and Customer Success to ensure users receive timely, empathetic, and knowledgeable support.
You’ll be responsible for defining support workflows, analyzing customer feedback, and helping shape how our platform continues to meet and exceed customer expectations.
Key Responsibilities:
- Lead and manage the Customer Support Team, providing coaching, guidance, and performance feedback.
- Develop and implement scalable support processes, documentation, and KPIs.
- Manage the helpdesk platform (e.g., Zendesk, Intercom, Freshdesk) — ensuring efficient ticket management and response times.
- Handle escalated customer issues, ensuring timely and satisfactory resolution.
- Collaborate with Product and Engineering teams to relay user insights and contribute to product improvements.
- Create and maintain support knowledge bases, FAQs, and client-facing resources.
- Monitor support metrics (CSAT, first response time, resolution rate) and report trends to leadership.
- Work cross-functionally to ensure smooth onboarding and training for new customers.
- Foster a customer-first culture, continuously improving the overall experience.
Essential Skills & Experience:
- 4+ years of experience in Customer Support within a SaaS, Legal Tech, or Technology environment.
- 1–2 years of experience in a team lead or supervisory role.
- Strong understanding of support operations, ticketing systems, and customer success principles.
- Excellent written and verbal communication skills, especially with professional or enterprise clients.
- Ability to manage complex customer issues with patience, empathy, and problem-solving mindset.
- Experience working cross-functionally with Product and Engineering teams.
- Strong organizational skills and attention to detail.
- Comfortable working in a remote or distributed environment.
Desirable Qualifications:
- Prior experience in Legal Tech, FinTech, or regulated industries.
- Familiarity with CRM or CS platforms (HubSpot, Salesforce, Gainsight).
- Experience building or scaling a support function from early-stage growth.
- Knowledge of legal workflows or law firm operations.
What They Offer:
- Salary up to $75,000 depending on experience.
- Flexible working hours and fully remote option.
- Professional development budget and growth opportunities.
- Collaborative, mission-driven team focused on innovation in legal technology.
- Opportunity to directly shape customer experience and operational strategy.
