Customer Support Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Manager based in Canada. As Customer Support Manager, you will lead a customer support function while remaining closely involved in day-to-day client interactions. You will own the customer experience from initial request through resolution, balancing hands-on troubleshooting with team leadership and operational improvement. The role offers an opportunity to modernize support through stronger processes, reporting, knowledge management, and AI-enabled workflows. You will work closely with product development, cloud operations, and professional services to resolve complex issues and improve service delivery. You will also help identify at-risk customers and turn support insights into stronger retention and satisfaction. This is an ideal opportunity for a player-coach who enjoys building structure in a lean, collaborative, and technology-focused environment. Accountabilities: Lead and develop the Support team through regular one-on-ones, ticket reviews, coaching, feedback, and clear performance expectations. Personally manage Tier 1 and Tier 2 customer inquiries across the product portfolio, providing expert support through email, phone, and callback channels. Diagnose functional and technical issues, reproduce defects, and coordinate with product development and cloud operations when engineering support is required. Act as the escalation point for complex or sensitive customer situations, including issues involving senior client stakeholders. Establish and maintain ticket classification standards, service-level targets, escalation procedures, and consistent support workflows. Develop operational reporting covering ticket volume, backlog, ageing, response and resolution times, recurring defects, and customer and product trends. Evaluate the existing support platform and lead the selection, implementation, configuration, migration, and adoption of a new system where appropriate. Build and maintain a reliable knowledge base and internal documentation process, using AI to accelerate content creation while ensuring accuracy and relevance. Drive practical AI adoption across support, including ticket triage, response drafting, thread summarization, routing, and identification of knowledge gaps, while reviewing AI-generated content before it reaches customers. Establish a regular operating cadence with product development, cloud operations, and professional services around escalations, releases, known defects, and at-risk customers. Monitor customer health through support signals, survey feedback, and NPS insights, supporting proactive engagement and retention initiatives. Lead recurring continuous-improvement initiatives focused on automation, self-service, quality assurance, support deflection, and operational efficiency. Keep customers informed during outages, defects, and extended investigations, maintaining clear and professional communication throughout the resolution process. Requirements Post-secondary degree or an equivalent combination of education and professional experience. At least 5 years of experience in a customer-facing technical support environment, including 2+ years leading, supervising, or mentoring a support team. Hands-on experience with legal practice management, matter management, docketing, document automation, or comparable enterprise software platforms, either as a user, administrator, or support professional. Demonstrated ability to introduce structure into a support organization, including ticket classification, SLAs, escalation processes, knowledge management, quality assurance, or similar operational frameworks. Experience working with helpdesk or ticketing platforms and their reporting capabilities; experience implementing, migrating, or significantly improving a support platform is an advantage. Experience using generative AI tools such as ChatGPT, Claude, or Copilot to improve productivity, workflows, support operations, or customer communications. Strong analytical and data-driven decision-making skills, with the ability to establish meaningful metrics and use them to identify trends, risks, and opportunities. Strong technical troubleshooting capabilities across application, integration, and environment-related issues, with sound judgment around when to investigate further and when to escalate. Excellent written and verbal communication skills, with the ability to communicate effectively and professionally with sophisticated customers, including during challenging situations. Strong understanding of legal-industry workflows, particularly those relevant to docketing teams, paralegals, legal assistants, or legal technology professionals. Strong player-coach mindset, with the ability to balance hands-on support delivery, people leadership, operational reporting, and strategic improvement. Ability to work effectively across teams, influence