Ironclad is the leading digital contracting platform for legal teams. By streamlining contract workflows, from creation and approvals to compliance and insights, Ironclad frees legal to be the strategic advisors they’re meant to be. Ironclad is used by modern General Counsels and their teams at companies like Dropbox, AppDynamics and Fitbit to unlock the power of their contracts data. Ironclad was named one of the 20 Rising Stars as part of the Forbes 2019 Cloud 100 list, the definitive list of the top 100 private cloud companies in the world. The company is backed by investors like Accel, Sequoia, Y Combinator and Emergence Capital.

Our Customer Success team is at the center of our mission to power the world’s contracts. Working cross-functionally, and with our Customers, this team ensures we’re building a product legal team’s love. We’re looking for a talented Support Manager to help scale our technical support operations by building a team and function that delivers world-class technical support services and customer satisfaction.

Role and Responsibilities

• Hire, motivate, and retain a team of amazing Support Specialists that are responsive and provide exceptional support to new and existing customers.
• Drive leadership and strategy for best practices to scale the global support delivery process and customer experience.
• Responsible for achieving critical business objectives (i.e. CSAT, global support level agreements, and team productivity).
• Provide leadership working directly with customers, as well as cross-functionally with Customer Success Managers, Engineering, Product and Sales to support and improve Ironclad’s products and services.
• Lead the efforts and strategy to deliver support at scale through the Help Center and drive continuous growth of the Ironclad community knowledge base.
• Ensure the team has the scalable resources, tools, information, and processes necessary to deliver effective technical solutions to our customers.

Key Skills:

• 3-5+ years managing and leading technical support professionals for a fast-growing tech company; SaaS preferred.
• Experience and desire to successfully work cross-functionally to coordinate with departments across the organization including Customer Success Managers, Engineering, Product and Sales.
• Consistent track record of achieving high levels of customer satisfaction and aligning outcomes to the customer and company goals.
• Ability to establish and successfully execute against key success metrics, benchmarks, and goals for this critical function.
• Strong technical aptitude and analytical skills to help the team be successful in resolving escalated customer situations.
• Exceptional written and verbal communication skills.
• Self-starter, self-directed, willingness to present to clients and represent the team to multiple stakeholders.
• Expert knowledge of a CRM support tool (i.e. Salesforce, Zendesk, etc.)
• Team and goal-oriented. High output; low ego.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.