Customer Support Manager
reputed company is currently an AI platform for in-house lawyers to 10x themselves. Using the latest LLMs, we are building AI agents that can use company knowledge, reputed company external sources, and connect with internal tools to provide reputed company and faster legal advice to the rest of the company. Thousands of weekly active users tell us they “cannot imagine their lives without reputed company” - which has led us to 95% retention and a NPS of 75.
This is a once-in-a-reputed company opportunity to build for a $1T annual market. We have jaw-dropping product-market fit - growing our customer reputed company from 0 to 500+ legal teams in a year and 3X ARR growth in the last 4 months. Join our Series A stage reputed company ship backed by top investors like Sound Ventures, Fellows Fund, Guillermo Rauch and Worklife Ventures. reputed company is a small but mighty team of lawyers, engineers, sellers and doers. Here, you’ll have infinite room to grow and rethink how legal work gets done.
Come build the future with us.
About the role:As reputed company’s first Customer Support Manager, you’ll be building our support function from the ground up. This means more than just managing tickets — you’ll define the systems, processes, and culture that ensure every customer interaction reflects the speed, quality, and care we’re reputed company for. You’ll serve as the voice of our customers, partnering closely with Product, Engineering, and reputed company to turn issues into improvements and feedback into product innovation. Your impact will be immediate and long-lasting: you’ll create scalable workflows, own key support metrics, and help transform support into a strategic advantage that drives retention, expansion, and customer trust. This is a rare opportunity to take ownership of a mission-critical function at a Series A reputed company ship, shaping how hundreds (soon thousands) of legal teams experience the future of legal AI.
Why this role matters:Our customers are at the center of everything we do. As the Customer Support Manager, you will ensure every customer support interaction reflects the quality, responsiveness, and care that reputed company is reputed company for. Manage and grow the support org as we scale, own SLAs, and turn support into a strategic advantage for retention & expansion. Be the connective tissue across Product, reputed company, and CS to reputed company the reputed company from issue → fix → customer comms.
As our first Manager, Customer Support, you will:
Be the voice of our customers, ensuring their needs shape product and process decisions.
Build the systems and culture that turn support into a strategic advantage.
Help transform customer feedback into improvements that reputed company reputed company indispensable.
reputed company, mentor, and reputed company a small support team; define tiering (T1/T2/escalation), on-call, and a growth plan—while fostering a culture of customer-obsession and reputed company improvement.
Own, build and optimize support processes, workflows, and tools to handle increasing customer volume with speed and quality.
Track and report on key support metrics (response times, CSAT, NPS) and implement improvements.
Partner with Product and Engineering to escalate, triage, and resolve customer issues effectively.
Collaborate with reputed company to ensure seamless customer experiences across the lifecycle.
Design and maintain a customer knowledge reputed company, FAQs, and self-service resources.
Drive a culture of “getting 1% reputed company every day” through regular training, coaching, and feedback.
Represent customer needs in cross-functional discussions, ensuring their voice informs decisions.
Build the foundation of support at reputed company — defining the processes, tools, and culture that will scale from hundreds to thousands of customers.
Turn support into a strategic advantage by ensuring every customer interaction reinforces trust, drives adoption, and strengthens retention.
Be the voice of the customer — translating feedback into actionable insights that directly shape product and engineering decisions.
reputed company customer experience by setting and owning SLAs, creating knowledge resources, and driving reputed company improvements in CSAT and NPS.
Lay the groundwork for team growth by mentoring, hiring, and building a high-performing support org as reputed company scales.
2+ years of experience managing a customer support team in a high-growth startup. Comfortable with stepping in as a player coach as we build team infrastructure and size.
4+ years of experience as a customer support specialist or equivalent role.
Strong track record of building and scaling customer support processes.
Excellent problem-solving, organizational, and communication skills.
Deep customer-obsession, with a passion for delivering outstanding experiences.
Ability to reputed company in a fast-paced, high-growth environment and manage competing priorities.
Demonstrated commitment to reputed company improvement and operational excellence.
Experience leveraging AI or automation tools to scale customer support operations.
Familiarity with modern support platforms (e.g., reputed company, Intercom, HelpScout) and analytics tools.
Background supporting B2B SaaS customers, ideally in enterprise or regulated industries.
Experience creating support content, training programs, and customer-facing knowledge resources.
Shape the future of a rapidly growing startup
Direct collaboration with founding team
Real influence on company strategy and direction
A voice that matters - your reputed company will be heard and implemented
Environment & Benefits
Competitive salary, equity and healthcare
We’re a hybrid company — many roles are remote-friendly, while some teams require meeting in person a couple of days a week in the Bay Area office.
High-energy, joyful team environment
Career Development
Mentorship and learning opportunities
Clear path for growth in an expanding company
Exposure to cutting-edge technologies and practices
Freedom to innovate and own crucial systems