Manager, Customer SupportEverlaw • Oakland, CA, US
Manager, Customer Support
Everlaw • Oakland, CA, US
[job_card.30_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]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. 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
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.
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...
Team Leadership & Operations :
Client Experience & Improvement :
Cross-Functional Collaboration :
About You
Pluses
Benefits
Perks
[job_alerts.create_a_job]
Customer Support Manager • Oakland, CA, US
[internal_linking.similar_jobs]
From small bugs to major outages, incident.Since launching in 2021, we’ve helped 800 companies—including Netflix, Airbnb and Block—resolve over 250,000 incidents.
Every month, more than 30,000 respo...[show_more]
Ketch is redefining responsible data use for the AI era.Our Data Permissioning Platform helps companies manage data privacy, consent, and compliancewhile enabling privacy-safe data activation acros...[show_more]
A leading technology company is seeking a Founding Customer Success Manager to guide users from first value to full adoption.
You will build trusted relationships and enhance customer experience, dr...[show_more]
Anthropic’s mission is to create reliable, interpretable, and steerable AI systems.We want AI to be safe and beneficial for our users and for society as a whole.
Our team is a quickly growing group ...[show_more]
Perplexity is an AI-powered answer engine founded in December 2022 and growing rapidly as one of the world’s leading AI platforms.
Perplexity has raised over $1B in venture investment from some of t...[show_more]
Customer Success & Growth Manager.Join Two Dots to build a stronger financial system.Every time someone applies for a mortgage, car loan, or apartment lease, they submit financial documents that hu...[show_more]
Technical Customer Success Manage.This role involves understanding the technical aspects of our products, collaborating closely with customers, and driving initiatives to maximize the value they re...[show_more]
Enterprise Technology Management platform that orchestrates and automates key business processes for IT.Our SaaS solution, with agentless integrations, best practices and low-code workflows, enable...[show_more]
A leading technology company is seeking a Customer Success professional to help shape customer growth and engagement strategies in San Francisco.
This role involves driving key functions like onboar...[show_more]
Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!.Technical Support Customer Success Manager will be responsible for managing key ...[show_more]
A company is looking for an Enterprise Customer Success Manager to serve as a strategic partner for its largest customers.
Key Responsibilities Build and maintain strong relationships with enterpr...[show_more]
A leading solar energy company is seeking a Director of Customer Service in San Francisco, CA.This role involves leading customer support operations for solar products, focusing on Tier 1 and Tier ...[show_more]
As a Customer Success Manager, you will be a strategic advisor for our product offering to customers, ensuring their success and maximizing their value from Windfall's solutions.You will take owner...[show_more]
At Pylon, we're building the future of B2B Post Sales.We’re building the all-in-one B2B post-sales support platform powered by conversational data and layered with intelligence to help our customer...[show_more]
LightSource, you will own the customer lifecycle from post-contract close to renewal, fostering strong relationships with mid-management procurement professionals and influencing senior leaders lik...[show_more]
A data privacy technology firm based in San Francisco is seeking a Customer Success Manager to oversee post-implementation customer relationships and enhance product adoption.The ideal candidate wi...[show_more]
We believe that adaptation is a necessity, not a luxury, and communities deserve access to powerful software that helps them plan for the future.
The challenge of climate change is complex – it impl...[show_more]
MobileAction, an official partner of Apple, is the industry’s premier SaaS mobile user acquisition platform.From the company’s automated smart-bidding system that optimizes Apple Search Ads campaig...[show_more]
Enterprise Customer Success Manager
incident.io • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Customer Success Manager
Ketch • San Francisco, CA, US
[job_card.full_time]
[last_updated.last_updated_variable_hours] • [promoted] • [new]
Founding Customer Success Manager
Antler • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Manager, Customer Success
Menlo Ventures • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Enterprise Customer Success Manager
Pantera Capital • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Customer Success & Growth Manager
Two Dots • San Francisco, CA, US
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Technical Customer Success Manager
Unlayer • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Customer Success Manager (West Coast)
Oomnitza, Inc. • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Growth-Driven Customer Success Manager
Tread Inc. • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_hours] • [promoted] • [new]
Senior Technical Support Customer Success Manager
Qualys • Foster City, CA, United States
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Enterprise Customer Success Manager
VirtualVocations • Oakland, California, United States
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Director of Customer Service — Scale Support & CX in Solar
Qcells North America • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Customer Success Manager
Windfall Data, Inc. • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Customer Success Manager
Usepylon • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Customer Success Manager
Lightsource • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Growth-Driven Customer Success Manager - Data Privacy
Ketch Kloud, Inc. • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_hours] • [promoted] • [new]
Customer Success Manager
Seeds Renewables • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_hours] • [promoted] • [new]
Customer Success Manager
MobileAction, Inc. • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]