Manager, Customer Experience

Highlights

• Lead regional support delivery for lawyers measured by FRT, QA, and cSAT.
• Own escalations end-to-end from severity judgment to customer resolution.
• Shape global CX standards with four peer managers across regions.

What they offer

• equity
• bonus

Ideal candidate

Decisive support leader who thrives in motion and drives results through the team. Customer-obsessed coach who stays close to tickets, raises the bar, and finds satisfaction in fixing hard operational problems.

Requirements

• 8+ years in customer support or customer experience, including 4+ years managing teams in high-volume enterprise environment
• Ownership of support metrics including FRT, TTR, cSAT, QA, backlog and deflection with ability to build reporting
• Experience handling enterprise escalations end-to-end including troubleshooting API, authentication and AI output issues
• Day-to-day proficiency using AI tools in production support workflow
• Admin-level fluency with Zendesk or equivalent including views, triggers, macros and routing