Director of Client Support

Leading the Client Support function, the full-time Director of Client Support will manage a team of Support Specialists, establish service standards, and ensure high-quality support delivery for enterprise legal AI clients in a remote setting.
Key responsibilities

Lead and develop the Support team, defining performance standards and ensuring accountability
Establish and maintain service level agreement (SLA) targets for response and resolution times, and customer satisfaction
Design operational infrastructure for triage and escalation processes to efficiently route client issues

Required qualifications

5+ years in customer support, with at least 2 years managing a technical support team at a B2B SaaS company
Experience building support operations, including SLA frameworks and knowledge base infrastructure
High aptitude for learning new software tools and a commitment to developing deep platform expertise
Proficiency with support platforms such as Zendesk, Intercom, or HubSpot Service Hub
Bachelor's degree required