Manager, Customer Support

As a Manager of Customer Support, you’ll be a vital leader within the Customer Support team, responsible for managing a group of Customer Support Specialists who serve as the primary point of contact for our clients. You’ll set a high bar by fostering a team that delivers an industry-leading client experience. This includes responding to client inquiries, providing instruction on product functionality, and troubleshooting technical issues via phone and email. You’ll use your strong collaboration skills with key internal teams such as Engineering, Product, Customer Success, Data Operations, and Support Operations to guarantee an outstanding customer journey.

The Customer Experience team at Everlaw oversees the entire post-sale client relationship, which encompasses onboarding, technical assistance, data migrations, user education, and continuous account management. We are a diverse and collaborative group that partners with every team across Everlaw to ensure our customers receive an exceptional experience. 

Everlaw’s mission is to promote justice by illuminating truth. Our company culture is open and vibrant and we’re committed to the professional growth of our team members, offering an annual learning and development stipend and regular check-ins with managers regarding career goals. If you’re looking for a place that values passion, integrity, thinking big, and a desire to learn, we’d love to hear from you! Think you’re missing some of the skills and are hesitant to apply? We do not believe in the ‘perfect’ candidate and encourage you to apply if you feel you can bring value to our team.

This is a full-time position based in our Oakland, CA office with a hybrid work schedule: in office M/W/Th with the option to work from home Tu/Fr.

• We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals. 
• We’re excited for you to learn, grow, and contribute right away! We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1.

Team Leadership & Operations:

• Lead and manage a team of Customer Support Specialists providing real-time support to Everlaw clients via phone and email.
• Oversee the day-to-day operations of the team, including managing queue schedules and ensuring adequate coverage for timely customer responses.
• Conduct routine one-on-ones with direct reports and hold quarterly development meetings to set goals and build career pathways.

Client Experience & Improvement:

• Develop strong client relationships to understand support needs and ensure the team's structure and delivery align with customer requirements.
• Identify, track, and meet key client experience metrics, such as first response time, requester wait time, and customer satisfaction (CSAT) scores.
• Review and act on customer feedback gathered from CSAT surveys.
• Collaborate with Customer Experience Operations to design and implement enhanced processes for an industry-leading customer experience.
• Partner with clients, Sales, and Customer Success as needed to effectively drive the resolution of client escalations.

Cross-Functional Collaboration:

• Cultivate a strong working relationship with the Engineering and Product teams to influence and drive product improvements based on support insights.

• You have at least 2 years of experience in a customer support leadership or people management role.
• You are experienced in defining and driving customer support metrics, with a focus on improving key operational targets like response times.
• You possess the ability to partner with customers to understand requirements and develop proactive support strategies.
• You have experience working effectively with Sales and Customer Success organizations to ensure a streamlined and exceptional customer experience.
• You are a strong collaborator, especially when developing new processes or implementing new support tools and technologies.
• You demonstrate strong leadership skills, including being engaging, motivating, customer-centric, and self-aware.
• You possess excellent written and spoken communication skills, coupled with strong critical thinking and problem-solving abilities.
• You are authorized to work in the United States without restrictions. Please note that at this time, Everlaw is not sponsoring employment visas for this role

• You have experience working in LegalTech or SaaS.
• You have ACEDS or equivalent certification.
• You are comfortable using Google Applications, such as GMail, Google Calendar and Google Docs.
• You have experience working with support tools such as a CRM (Salesforce, Zendesk), Queue/Shift Management and Quality Assurance Software.

• The expected salary range for this role is between $123,000.00 - $156,000.00. The final offered salary will be dependent upon many factors including the candidate’s experience and skills. The base pay range is subject to change in the future.
• Equity program
• 401(k) retirement plan with company matching
• Health, dental, and vision
• Flexible Spending Accounts for health and dependent care expenses
• Paid parental leave and approximately 10 days (80 hours) per year of sick leave
• Seventeen paid vacation days plus 11 federal holidays
• Membership to Modern Health to help employees prioritize mental health and wellness
• Annual allocation for Learning & Development opportunities and applicable professional membership dues
• Company-sponsored life and disability insurance
• Find out more about our Benefits and Perks

• Work in Uptown Oakland, just steps from the BART line and dozens of restaurants and walking distance to Lake Merritt
• Flexible work-from-home days on Tuesdays and Fridays
• Monthly home internet reimbursement
• Select your preference of hardware (Mac or PC) and customize your desk setup
• Enjoy a wide variety of snacks and beverages in the office
• Bond over company-wide out-of-the-box events and fun activities with your team
• Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
• Take advantage of learning and career development opportunities 
• Ranked #9 on Glassdoor's Best Places to Work 2023 for US small and medium companies
• One of Wealthfront’s 2021 Career Launching Companies, and ranked #2 on the “2022 Bay Area Best Places to Work” list by the San Francisco Business Times and the Silicon Valley Business Journal
• One of Fast Company’s World's Most Innovative Companies for 2022 and proud contributor of free ediscovery resources to benefit the greater good through “Everlaw for Good”
• #LI-Hybrid
• #LI-KV1