Manager, Customer Care (Legal Tech)

TL;DR

Manager, Customer Care (Legal Technology): Leading frontline customer support operations and talent development for legal software, with an accent on SLA management, customer satisfaction, and process improvement. Focus on daily case operations, team coaching, and cross-functional alignment to enhance service delivery and product refinements.

Location: Must be based in USA-Colorado

Company

hirify.global has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency.

What you will do

• Oversee daily case operations, ticket triage, and SLA management across hirify.global products.
• Lead daily operational reviews, backlog prioritization, and identify automation/process gaps.
• Conduct weekly 1:1s, quarterly reviews, and career growth planning sessions for the support team.
• Design and deliver comprehensive onboarding for new team members.
• Enforce service standards and monitor KPIs like CSAT, FCR, and reopen rates.
• Own high-impact client escalations and channel customer feedback to product and engineering.

Requirements

• Experience: 5+ years in technical or customer support, with a minimum of 2 years in leadership (SaaS or legal tech preferred).
• Proficiency with Zendesk, Salesforce Service Cloud, and Jira.
• Education: Bachelor’s in business, IT, Legal Studies, or equivalent.
• English: B2 required.

Nice to have

• Knowledge of KCS methodology.
• Familiarity with case deflection tools or Service Improvement Plans.
• Experience with hirify.global products or legal document management systems.

Culture & Benefits

• Emphasis on mutual growth, doing the right thing, and amplifying impact.
• Global, dynamic, and diverse team with ambitious goals.
• Comprehensive benefits package including health insurance and retirement savings plans.
• Generous paid time off and supportive work-life balance.
• Opportunities for career growth and professional development.