Manager, Technical Support (LegalTech)

TL;DR

Manager, Technical Support (LegalTech): Leading and developing a high-performing technical support team to deliver consistent customer outcomes across a global product portfolio with an accent on operational excellence and escalation leadership. Focus on driving team performance, managing high-risk escalations, and fostering a culture of accountability and continuous improvement.

Location: Must be based in Sydney, Australia. This is a hybrid role requiring at least 3 days per week in the office.

Company

hirify.global transforms how the world’s top law firms operate through innovative software solutions and AI-driven technology.

What you will do

• Lead, coach, and develop a high-performing technical support team in Sydney.
• Own high-impact customer escalations and drive them to resolution with urgency.
• Maintain consistent SLA performance through proactive queue and risk management.
• Improve key support KPIs including CSAT, First Contact Resolution, and reopen rates.
• Partner cross-functionally with Engineering, Product, and CloudOps to influence product quality.
• Drive the adoption of GenAI tools to enhance 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 or Jira.
• 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 environment with a focus on integrity and mutual support.
• Global reach with opportunities to partner with international teams.
• Clear pathways for career growth and professional development.
• Exposure to cutting-edge AI-driven innovation in the legal technology space.