Customer Support Supervisor (Legal Services)

TL;DR

Customer Support Supervisor (Legal Services): Leading and optimizing a remote support team to deliver high-quality service to clients and providers with an accent on performance metrics and quality assurance. Focus on coaching agents, resolving complex escalations, and refining support workflows to balance efficiency and hospitality.

Location: Remote (United States). Strong preference for availability during core business hours 9am-5pm PT.

Salary: $80k-$100k

Company

hirify.global provides a specialized support network for clients and providers within the legal services industry.

What you will do

• Lead and support a remote team of 8 customer support agents focusing on phone and email service.
• Manage team scheduling to ensure all coverage needs are consistently met.
• Oversee quality assurance by reviewing interactions and conducting regular 1:1 coaching and development sessions.
• Resolve complex customer escalations in a professional and timely manner.
• Analyze support metrics such as response time and agent utilization to implement quality improvements.
• Partner with the Customer Support Manager to optimize external communications, routing, and escalation paths.

Requirements

• 3+ years of experience in customer support within legal services, SaaS, or marketplace companies.
• 1–2 years of experience in a leadership or supervisory role.
• Data-driven mindset with a proven track record of improving support KPIs.
• Proficiency with ticketing and telephony systems such as Zendesk, Front, Intercom, or Ring Central.
• Must be based in the United States.
• Exceptional verbal and written communication skills.

Culture & Benefits

• Comprehensive company-sponsored health, vision, and dental plans for employees and dependents.
• Flexible Paid Time Off (PTO) to promote work-life balance.
• Equity options in the company.
• 401k retirement plan access through Guideline.
• Home office setup assistance and a monthly stipend for internet and phone costs.
• Wellness and mental health benefits for employees and their families.