Manager, Customer Care

Job Description

Join Our Team at Litera: Where Legal Technology Meets Excellence

Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work.

Overview: As a Manager, Customer Care at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. We are looking for an experienced Support Manager to lead our frontline support function, delivering operational efficiency, coaching talent, and maintaining exceptional service standards. The ideal candidate will blend strategic insight with hands-on management, ensuring daily operations stay on track while continuously improving customer outcomes and internal processes. This role spans both tactical oversight and long-term planning, similar to what leading technical support roles describe as merging strategic leadership with daily team management.

Key Responsibilities:

• Daily Case Operations & SLA Management

  Queue Leadership: Oversee ticket triage across Litera products (e.g., Litera One, Kira), ensuring balanced distribution and timely attention.

  SLA Strategy: Wrap your arms around SLA threshold monitor closely and escalate proactively as cases approach breaches, especially for high-stakes legal accounts.

  Operational Reviews: Lead daily operations stand-ups, review backlog status, prioritize case reopening, and identify automation or process gaps.

  Cross-Functional Sync: Create strong alignment with other teams (Engineering, Product, QA) to manage escalations or support-level breaches efficiently.

• Team Performance & Coaching

  1:1s & Reviews: Conduct weekly 1:1s, formal quarterly reviews, and career growth planning sessions.

  Onboarding Excellence: Design and deliver thorough onboarding—covering Litera’s product suite, support tools, best practices (like Coaching Best Practices), and the company culture.

  Continuous Skill Growth: Use performance metrics (AHT, FCR, CSAT) to drive targeted coaching, peer shadowing, and knowledge-sharing workshops.

  High-Performing Culture: Model a player-coach approach—step in to assist with complex cases or help clear backlogs as needed.

• Customer Experience & Case Quality

  Standards Enforcement: Enforce consistency in tone, clarity, documentation, and product usage across all support responses.

  KPI Monitoring: Track CSAT, First Contact Resolution (FCR), and reopen rates; perform root cause analysis for declines, then deploy improvement initiatives.

  Escalation Stewardship: Own escalations for high-impact clients—ensuring urgency, clarity, and speedy resolution.

  Feedback Loop: Channel customer feedback to Product and Engineering teams for product refinements or feature adjustments.

• Process Adherence & Reporting

  Playbook Compliance: Ensure team adherence to support playbooks, entitlement checks, internal SLAs, and tooling procedures.

  Reporting Cadence: Generate daily, weekly, and monthly dashboards summarizing queue health, SLA adherence, CSAT, and risk markers for senior leadership.

  Continuous Improvement: Identify recurring patterns and coordinate improvement initiatives—e.g., refine documentation, introduce macros, or automate routing workflows.

  Governance: Audit case quality, running QA sessions, and spearhead service improvement planning.

Key Capabilities & Traits

• Team Leadership & Development
  • Inspire and coach a dynamic team, especially across experience levels—through tailored feedback and empathy.
• Operational Discipline
  • Juggle high volumes of cases with grace; understand SLAs, entitlement rules, and workflow optimization.
• Customer Advocacy
  • Deliver impactful and personalized service, especially for high-value clients, and escalate with clarity when needed
• Communication & Collaboration
  • Effectively communicate across individual contributors and cross-functional partners (Product, Engineering, Success).
• Analytical Thinking & Accountability
  • Analyze metrics for patterns, own root-cause detection, and drive data-informed improvements confidently.

Qualifications:

• Experience: 5+ years in technical or customer support; a minimum of 2 years in leadership, ideally with SaaS or legal tech.
• Tools: Hands-on with Zendesk, Salesforce Service Cloud, Jira, analytics/reporting dashboards.
• Education: Bachelor’s in business, IT, Legal Studies, or equivalent.
• Preferred Extras: Knowledge of KCS methodology; familiarity with case deflection tools or Service Improvement Plans.
• Bonus: Experience with Litera products or legal document management systems (e.g., DOCX, drafting tools) is a plus.
  

Why Join Litera?

• The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment
• Commitment to Employees: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact
• Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
• Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.
• Career Growth and Development: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles