Manager, Technical Support (LegalTech)

TL;DR

Manager, Technical Support (LegalTech): Leading and developing a high-performing technical support team to deliver consistent customer outcomes with an accent on operational excellence, escalation management, and cross-functional collaboration. Focus on driving measurable improvements in support KPIs, fostering a culture of accountability, and leveraging AI-driven tools to enhance team capability and product quality.

Location: Must be based in Sydney, Australia (Hybrid: 3 days/week in office).

Company

hirify.global is a global leader in legal technology, transforming how law firms operate through innovative software and AI-driven solutions.

What you will do

• Lead and coach a team of Technical Support Engineers to ensure high-quality customer outcomes.
• Own high-risk customer escalations and drive them to resolution with urgency.
• Manage support operations, including SLA performance, queue management, and backlog health.
• Partner cross-functionally with Engineering, Product, and CloudOps to influence product quality and resolve customer risks.
• Implement root-cause-driven improvements to reduce recurring issues and optimize support tooling.
• Drive the adoption of GenAI tools to elevate team capability and case quality.

Requirements

• 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.
• Strong understanding of support operations, workflows, and performance metrics.
• Proficiency with tools such as Salesforce Service Cloud, Jira, or similar platforms.
• Excellent written and verbal communication skills.

Nice to have

• Experience in legal tech or document lifecycle software.
• Familiarity with KCS, QA programs, or service improvement frameworks.
• Experience leading distributed or global teams.

Culture & Benefits

• Collaborative team environment focused on integrity and mutual support.
• Opportunities for global impact and career growth within a scaling organization.
• Exposure to cutting-edge AI-driven innovation in the legal technology sector.
• Commitment to an inclusive and diverse workplace.