Manager, Customer Care Jobs

Our Story: Litera, headquartered in Chicago, IL, is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.

The Opportunity:

As the Manager, Customer Support, you will be responsible for leading a team of technical support specialists to ensure the effective and efficient delivery of technical support services to our customers. You will manage and coordinate the day-to-day operations of the technical support team, ensuring that service level agreements are met or exceeded. You will also work closely with the product development teams to ensure that customer issues are resolved quickly and efficiently, and that feedback is provided to the product teams to continuously improve our products.

What You'll Be Doing / A Day in the Life

• Develop and implement processes to ensure efficient and effective delivery of technical support services, including incident management, problem management, and escalation procedures
• Keep up to date with industry trends and best practices, and make recommendations for improvements to our technical support processes and systems
• Manage and prioritize the workload of the technical support team, ensuring that resources are allocated effectively to meet customer needs
• Monitor team performance and encourage and/or provide constructive feedback appropriately
• Monitor and report on key performance indicators, such as customer satisfaction, first call resolution, and average handle time, to ensure that service level agreements are met or exceeded
• Develop and maintain relationships with key customers, providing regular updates on service delivery, and acting as an escalation point for any issues or concerns
• Recruit, Hire, and Retain top talent to continuously grow and strengthen our Support team
• Manage a team of technical support specialists, providing coaching, mentoring, and support as needed.
• Ensure that technical support staff have the necessary skills and knowledge to effectively support our products, and that training plans are in place to address any knowledge gaps
• Work with the product development teams to ensure that customer issues are resolved in a timely manner, and that feedback is provided to the product teams to continuously improve our products

What You Bring

• 5+ years of experience in technical support, with at least 2 years in a management role
• Excellent communication and interpersonal skills
• Experience with on-premises technology and related support services
• Strong problem-solving and analytical skills
• Strong leadership, coaching, and mentoring skills
• Ability to manage multiple priorities and meet deadlines
• Experience with CRM systems and incident management tools
• Bachelor's degree in computer science, information technology, or a related field
• Knowledge of ITIL and IT service management best practices
• Ability to work collaboratively with cross-functional teams

Why Litera?
We strive to stay current with all employment trends and prioritize flexibility, employee well-being, and diversity, equity, and inclusion (DEI). Most of our employees are fully remote, and we do not have a return-to-office plan as we are more successful working remotely. Our generous PTO and ten flexible holidays promote work-life balance. And all our employees are encouraged to access personal development courses and tools in our internal learning management system.
Litera is an equal opportunity employer, and proud to be committed to diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability, or age.
Note: As we continually reevaluate pay transparency rules and requirements, in order to ensure we are compliant, we believe a direct approach to be most accurate. If you are a California, Colorado, Connecticut, Maryland, Nevada, New Jersey, New York, Ohio or Washington resident and this role is physically available in your state or classified as remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email identifying the title of the role you are interested in and the state you reside in to [email protected] .