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Manager, Customer Care
Full-time
About Litera
Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Our comprehensive suite of integrated legal tools 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.
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.
Key Responsibilities
Daily Case Operations & SLA Management
Oversee ticket triage across Litera products, ensuring balanced distribution and timely attention
Monitor SLA thresholds closely and escalate proactively as cases approach breaches
Lead daily operations stand-ups, review backlog status, prioritize case reopening, and identify automation or process gaps
Create strong alignment with Engineering, Product, and QA to manage escalations efficiently
Team Performance & Coaching
Conduct weekly 1:1s, formal quarterly reviews, and career growth planning sessions
Design and deliver thorough onboarding covering Litera's product suite, support tools, and best practices
Use performance metrics (AHT, FCR, CSAT) to drive targeted coaching and knowledge-sharing workshops
Model a player-coach approach — step in to assist with complex cases or help clear backlogs as needed
Customer Experience & Case Quality
Enforce consistency in tone, clarity, documentation, and product usage across all support responses
Track CSAT, First Contact Resolution, and reopen rates; perform root cause analysis for declines
Own escalations for high-impact clients ensuring urgency, clarity, and speedy resolution
Channel customer feedback to Product and Engineering teams for refinements
Process Adherence & Reporting
Ensure team adherence to support playbooks, entitlement checks, and tooling procedures
Generate daily, weekly, and monthly dashboards summarizing queue health, SLA adherence, CSAT, and risk markers
Identify recurring patterns and coordinate improvement initiatives — refine documentation, introduce macros, or automate routing workflows
Qualifications
5+ years in technical or customer support; minimum 2 years in leadership, ideally with SaaS or legal tech
Hands-on with Zendesk, Salesforce Service Cloud, Jira, analytics/reporting dashboards
Bachelor's in business, IT, Legal Studies, or equivalent
Knowledge of KCS methodology; familiarity with case deflection tools or Service Improvement Plans preferred
