Litera
Legal Tech
Manager,TechnicalSupport
“Manager, Technical Support at Litera. Skills: Technical Support, Team Leadership, Customer Escalations. Lead and develop a team of Technical Support Engineers. Deliver consistent, high-quality customer outcomes”
What You'll Achieve.
High-performing Technical Support team; Customer outcomes on high-impact escalations; Consistent SLA performance; Healthy support operations; Measurable improvements in CSAT; First Contact Resolution; Reopen rates; Root-cause-driven improvements; Scalable knowledge and enablement environment; Adoption of GenAI tools
Industry & Context.
What They're Looking For.
Must Have
5+ years of experience in technical or customer support, 2+ years of experience in a people leadership or team lead role, Proven experience owning customer escalations in SLA-driven environments, understanding of support operations, workflows, and performance metrics, Experience with tools such as Salesforce Service Cloud, Jira, or similar platforms, Excellent written and verbal communication skills
Nice to Have
Experience in legal tech or document lifecycle software, Familiarity with KCS, QA programs, or service improvement frameworks, Experience leading distributed or global teams
What You'll Do.
Lead and develop a team of Technical Support Engineers
high-quality customer outcomes
Drive team performance and operational excellence
Manage high-risk escalations
Set clear expectations for team
Build a strong support culture
Reduce recurring issues
Influence product quality
Elevate team capability
Inform business decisions
How You'll Work.
Team & Collaboration
Cross-functional partnership with Engineering, Product, CloudOps, Professional Services, and Account Teams
Communication Scope
Excellent written and verbal communication skills
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