Customer Support Manager

BEC Legal Systems, a provider of enterprise software for law firms and corporate legal departments, is seeking a Customer Support Manager. The role leads the Support team while personally handling Tier 1 and Tier 2 inquiries, improving support processes and systems, defining SLAs and escalation paths, adopting AI, and partnering cross-functionally to improve client health and retention.

Responsibilities:

• Own the queue: Act as a product expert and respond directly to Tier 1 and Tier 2 client inquiries by email, phone, and callback request across MatterLink, Docket Enterprise, LegalBar, Assemble-It, CoreRelate Cloud, and CoreRespond
• Troubleshoot and resolve: Diagnose functional and technical issues, reproduce defects, and collaborate with R&D and Cloud Ops on anything that needs engineering involvement
• Escalate where needed: Serve as the escalation point for the team's most complex or most sensitive client situations, including issues raised by firm administrators, IT directors, and managing partners
• Communicate under pressure: Keep clients informed during outages, defects, and long-running issues, maintaining consistent communication with clients
• Team Leadership and Development: Manage, coach, and develop the Support team through regular 1:1s, ticket reviews, and structured feedback; set clear expectations and build a culture of ownership and continuous improvement
• Ticket Classification: Define and roll out a classification scheme by tier (L1/L2) and by product, pilot it on new tickets, and enforce it consistently so that reporting reflects reality
• SLA Definition and Tracking: Establish baseline response and resolution targets by severity, develop the appropriate tracking mechanisms, report against it weekly, and revise the targets as required
• Escalation Path to R&D: Document and operationalize a formal escalation process into R&D - entry criteria, required information, ownership, and expected turnaround creating a defined workflow
• Support Systems Evaluation: Lead the evaluation of the support system of record, including needs assessment, identification of the right vendor based on the businesses’ requirements, workflow configuration, implementation of a new system, and team training and change management
• Reporting and KPIs: Build and maintain the operational reporting that leadership and the team rely on - volume, backlog and ticket ageing, response and resolution times, recurring defect clusters, and client-level and product-level trends
• Knowledge Base Ownership: Establish a sustainable process for creating and maintaining Online Help and internal documentation, using AI to accelerate authoring and to keep content aligned to current product functionality rather than letting it go stale
• AI Adoption: Drive practical adoption of AI across the Support team - drafting client responses, triaging and routing incoming tickets, summarizing threads, and surfacing knowledge gaps - and audit AI-assisted output for accuracy and tone before it reaches a client
• Cross-Functional Cadence: Establish and hold a regular working rhythm with R&D, Cloud Ops, and Professional Services covering escalations, release readiness, known defects, and at-risk clients
• Client Health and Retention: Partner with leadership to own the support side of client health - identifying at-risk accounts from support signals, closing the loop on NPS and survey responses, and driving proactive outreach to maintain healthy client relationships and drive increased retention
• Continuous Improvement Projects: Take ownership of a recurring improvement initiative each quarter - automation, deflection, QA scoring, self-service content - with a defined outcome and measurable result

Requirements:

• Post-secondary degree, or an equivalent combination of experience and education
• 5+ years in a customer-facing technical support role, including at least 2 years leading, supervising, or mentoring a support team
• Hands-on experience with legal practice management, matter management, or document automation platforms (e.g., BEC's suite — Docket Enterprise, MatterLink, LegalBar, Assemble-It, CoreRelate Cloud — or comparable tools) as a user, administrator, or support resource
• Track record of introducing structure to a support function - ticket classification, SLAs, escalation processes, knowledge management, or QA - and getting it adopted
• Hands-on experience with a helpdesk or ticketing platform, including reporting; experience implementing or migrating one is a strong advantage
• Experience using generative AI tools (e.g., Claude, ChatGPT, Copilot) to improve personal productivity, optimize workflows, or improve client communication
• Capability to excel in a data-driven, metrics-oriented environment, and to build the metrics where they do not yet exist
• Excellent written and verbal communication skills, with strong listening skills and a genuine service orientation
• Comfortable working independently and remotely, in a lean organization where leaders are both strategic and hands-on
• Travel: Estimated 5-10%: periodic visits to the Cincinnati office, occasional client sites, and industry conferences (e.g., ILTACON)
• Familiarity with the Microsoft 365 ecosystem (Outlook, Word, SharePoint) and with document management systems such as NetDocuments or iManage
• Experience deploying or tuning an AI support agent, chatbot, or automated deflection channel in a live client-facing environment
• Experience owning a knowledge base or help centre, including content standards and a maintenance cadence
• Exposure to cloud operations or hosted application support environments