Manager, Customer Support Jobs

Everlaw

Location:
United States, Oakland

Category:
Customer Service

Contract Type:
Not provided

Salary:

123000.00 - 156000.00 USD / Year

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Job Description:

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.

Job Responsibility:

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

Requirements:

At least 2 years of experience in a customer support leadership or people management role
Experience in defining and driving customer support metrics, with a focus on improving key operational targets like response times
Ability to partner with customers to understand requirements and develop proactive support strategies
Experience working effectively with Sales and Customer Success organizations to ensure a streamlined and exceptional customer experience
Strong collaborator, especially when developing new processes or implementing new support tools and technologies
Strong leadership skills, including being engaging, motivating, customer-centric, and self-aware
Excellent written and spoken communication skills, coupled with strong critical thinking and problem-solving abilities
Authorized to work in the United States without restrictions

Nice to have:

Experience working in LegalTech or SaaS
ACEDS or equivalent certification
Comfortable using Google Applications, such as GMail, Google Calendar and Google Docs
Experience working with support tools such as a CRM (Salesforce, Zendesk), Queue/Shift Management and Quality Assurance Software

What we offer:

Medical, dental, and vision
Flexible Spending Accounts for health and dependent care expenses
Paid parental leave
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
401(k) retirement plan with company matching
Equity program
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

Additional Information:

Job Posted:
December 08, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Manager, Customer Support