Senior Manager, Customer Support (LegalTech)

TL;DR

Senior Manager, Customer Support (SaaS/LegalTech): Leading global frontline support teams to ensure service excellence and operational maturity with an accent on AI-powered initiatives and cross-functional collaboration. Focus on driving KPI achievement, managing a follow-the-sun support model, and advocating for the customer voice within Product and Engineering teams.

Location: Hybrid or Remote, based in Lehi, Utah, United States

Salary: $140,000 - $160,000 including bonus

Company

hirify.global is the world’s #1 trusted cloud-based content management and productivity platform specifically designed for legal professionals.

What you will do

• Lead global Frontline Support teams, managing both individual contributors and Team Leads.
• Drive key performance indicators including CSAT, productivity, and Response & Resolution time SLAs.
• Serve as a senior escalation point for complex customer accounts and executive-level engagements.
• Collaborate with Product and Engineering leadership to drive resolution of systemic issues and defect trends.
• Sponsor operational improvements through AI-powered initiatives to elevate service delivery and efficiency.
• Partner with the Senior Director on workforce planning, organizational design, and long-range strategic planning.

Requirements

• Bachelor’s degree or equivalent professional experience.
• 4+ years of experience leading Customer Support teams, including management of team leads or senior contributors.
• 7+ years of experience within a Customer Support organization, preferably supporting technical SaaS products.
• Proven track record of driving measurable improvements in support operations and customer satisfaction.

Nice to have

• Experience supporting legal professionals or working within the legal technology sector.
• Experience implementing AI-driven support tools or automation workflows.
• Proficiency in Salesforce Service Cloud for support operations.
• Experience with Knowledge-Centered Support (KCS) methodology.
• Skill in using data analysis or BI tools to drive operational decisions.

Culture & Benefits

• Comprehensive healthcare with 90% of premiums covered by the company.
• 401K match at 4% with immediate vesting and company HSA contributions.
• Flexible PTO (typically 3 to 4 weeks per year) and 10 paid holidays.
• Monthly contributions for life activities and wellness.
• Dedicated time and access to LinkedIn Learning for professional growth.