Manager, Customer Support

Everlaw

  • Full Time

Come join the fastest growing Ediscovery software company based in Silicon Valley. As Customer Support Manager, you will greatly impact the day-to-day experience of our clients.

As a key leader of the Customer Support team, you will be responsible for leading a team of Customer Support Specialists that are the first line of contact for our clients. You will develop a team that provides an industry changing experience via answering client questions, teaching product functionality and troubleshooting technical issues via phone and email.  You will also collaborate with Engineering, Product, Customer Success, Data Operations and Support Operations to ensure a fantastic client experience. 
 
Everlaw’s Customer Experience team leads all aspects of the post-sale client experience, including onboarding, technical support, data migrations, user education, and ongoing account management. We are a diverse group that thrives on collaborating with every team across Everlaw to deliver an amazing experience to our customers. 
 
 
At Everlaw, we see ourselves as a unified truth-finding machine, finding meaning in our work by helping clients illuminate truth and promote justice. We value all employees as contributing members even from the first day on the job.  We work together to maintain and evolve a responsive company culture that values fair process, innovation, creativity, and integrity. We are 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. We are thrilled to be a company considered a thought leader in the Ediscovery industry, but are even more proud of the awards we have won as a top Bay Area employer.

We are seeking a highly-motivated individual that lives our company values of mutual respect, egoless communication, a drive to set a higher bar and a relentless focus on the client experience! If this role sounds like a good fit, we’d love to hear from you! Think you are 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 New York office with a hybrid work schedule: in office M/W/Th with the option to work from home Tu/Fr.

 

Getting Started

 

  • 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.
  •  

    In your role, you’ll…

     

  • Be responsible for leading a team of Customer Support Specialists that provide on-demand support to Everlaw clients via phone, email..
  • Create relationships with clients to understand support requirements and ensure the team is structured and delivering on customer requirements.
  • Be responsible for day-to-day operations of your team of agents including; managing queue schedules, ensuring proper coverage and timely response to Everlaw customers.
  • Identify, track and deliver on client experience metrics including first response time, requester wait time and customer satisfaction scores.
  • Partner with Customer Experience Operations to design and implement improved processes to ensure an industry leading customer experience.
  • Partner with clients, Sales and Customer Success where required to drive closure of client escalations. 
  • Develop a strong relationship with Engineering to drive product improvements.
  • Review and deliver on customer feedback from CSAT surveys.
  • Hold routine one-on-ones with direct reports.
  • Hold quarterly development objectives meetings and work with direct reports to build out development goals and pathways.
  •  

    About You:

     

  • At least 2+ years in a support leadership role.
  • Experience defining and driving customer support metrics, with a focus on improved first response times and requester wait times.
  • Ability to partner with customers to understand requirements and develop proactive support.
  • Experience working with sales and CSM organizations to drive a streamlined and industry changing customer experience.
  • Strong relationship building skills with direct reports, colleagues and customers.
  • Seen as a strong collaborator, especially when developing new processes or implementing tools.
  • Leadership skills including; engaging, motivating, customer centric and self-aware.
  • Strong written and spoken communication skills.
  • Strong critical thinking and problem solving skills.
  • Pluses

     

  • Experience using Salesforce, Zendesk.
  • Experience working in LegalTech or SaaS, but not required.
  • 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, Queue/Shift Management and Quality Assurance Software.
  • Benefits

     

  • Competitive salary 
  • Substantial equity 
  • Retirement plan with company matching 
  • Health, dental, and vision
  • Flexible Spending Accounts for health and dependent care expenses
  • Paid parental leave and sick leave
  • Seventeen paid vacation days plus 11 federal holidays
  • Membership to Modern Health to help employees prioritize mental health and wellness
  • Quarterly “flex fund to flourish” bonus to spend on any health, wellness, or well-being expenses
  • Annual allocation for Learning & Development opportunities and applicable professional membership dues
  • Company-sponsored life and disability insurance
  • Pursue Truth While Finding Yours
    At Everlaw, we are deeply invested in pursuing the truth, for our clients and for our employees. We know that when you’re empowered to pursue your passions, it is reflected in the work. That’s why we’re committed to the professional growth of all our team members, offering an annual learning and development stipend and regular career check-ins with managers. If you’re looking for a place that values passion, integrity, and a desire to learn, we’d love to hear from you! 
     
    We help law firms, government agencies, and corporations sift through millions of documents of evidence in big lawsuits and investigations to find the proverbial smoking gun (or needle in the haystack — pick your metaphor). It’s a multi-billion dollar space typically dominated by service-oriented vendors, and we’re coming at it with cutting-edge technology and elegant design. It’s working, and we’ve been growing very rapidly: we host hundreds of terabytes of data and work with all 50 state Attorneys General and hundreds of law firms on some of the most high-profile cases litigated today. 
     
    Everlaw is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We respect the gender, gender identity and gender expression of our applicants and employees, and we honor requests for pronouns. It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity, including the California Equal Pay Act.  Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
    Everlaw requires all of its employees to be fully vaccinated for COVID-19, unless a medical or religious exemption applies.  If you are hired, we will require you to prove that you have received the COVID-19 vaccine, unless you have received a medical or religious exemption.
    Job Overview