Manager, Technical Support

Lead Litera’s frontline technical support function as a player-coach, owning daily case operations and SLA management while improving customer experience and case quality.

Responsibilities

• Run daily case operations across Litera’s product suite, including ticket triage, SLA management, backlog reviews, and proactive escalation for high-stakes legal accounts.
• Build, coach, and develop the support team using weekly 1:1s, quarterly reviews, career growth planning, and targeted coaching tied to performance metrics (AHT, FCR, CSAT).
• Own customer experience and case quality standards by enforcing consistent tone, clarity, and documentation.
• Perform root cause analysis when KPIs decline and launch improvement initiatives to address underlying issues.
• Drive continuous process improvement by identifying recurring patterns, refining playbooks and documentation, introducing automation, and leading QA audits plus service improvement planning.
• Partner with Engineering, Product, and QA to manage escalations, close customer feedback loops, and ensure support-level issues are resolved efficiently.
• Produce operational reporting and dashboards (daily, weekly, monthly) for senior leadership visibility into queue health, SLA adherence, CSAT, and risk.

Requirements

• 5+ years in technical or customer support with at least 2 years in a leadership role; SaaS or legal technology is preferred.
• Hands-on experience with support platforms and tools including 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 managing SLAs, entitlement rules, and high-volume case workflows.
• Analytical mindset to identify patterns in metrics, lead root cause analysis, and implement data-informed improvements.
• Bachelor’s degree in Business, IT, Legal Studies, or equivalent experience.

Technologies

• Zendesk
• Salesforce Service Cloud
• Jira

Benefits

• Comprehensive benefits package including medical, dental, and vision coverage.
• 401(k) with company match.
• Incentive and recognition programs.
• Eligibility to participate in a company bonus plan.

Where You’ll Work

• Hybrid: based in Denver, CO or on the West Coast.
• In-office expectation: at least 3 days per week for collaboration and connection.

Nice to Have

• 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.

Colorado Pay Transparency

• Base salary range: $100,000 to $115,000 USD per year.
• Final compensation determined based on experience, skills, education, and other relevant qualifications.
• Role is eligible to participate in a company bonus plan.
• Benefits subject to eligibility requirements.