Customer Support Manager (us - based Legal - tech Company) A123 - Remote Eligible

Customer Support Manager

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They're looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we've hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

We're not just another recruiting firm—we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members.

Our client is a London-based legal technology company transforming how large U.S. law firms manage side letters and contract data through its proprietary AI platform. They work with elite U.S. law firms and are rapidly scaling their operations to support a growing global client base. The company values forward-thinking, reliability, and clear communication—qualities that have made it a trusted partner to the most demanding legal teams.

As they continue their next phase of growth, they're building out a world-class Customer Support function to ensure every client receives fast, accurate, and white-glove service.

Role Overview

We are seeking a Customer Support Manager who will lead and scale the company's client support operations. This is a hands-on leadership role; you'll manage a small but growing support team, oversee daily ticket operations, and personally handle high-impact client interactions with some of the world's top law firms.

You'll act as both player and coach: managing people, refining processes, and maintaining a proactive, high-touch support experience that reflects the company's reputation for professionalism and precision.

Key Responsibilities

• Client & Team Leadership
• Lead and mentor Customer Support Representatives (currently 2: Mikey and Josh), providing guidance on communication quality, tone, and escalation handling.
• Personally manage complex client inquiries and high-sensitivity issues, ensuring quick and effective resolution.
• Maintain white-glove communication standards when dealing with law firm clients and their teams.
• Oversee team coverage across time zones, ensuring smooth shift transitions and consistent service delivery.
• Operational Excellence
• Manage day-to-day Zendesk operations, ensuring tickets, chats, and calls are handled within SLAs.
• Develop, refine, and document SOPs for ticket handling, QA, and escalation protocols.
• Create and track support metrics dashboards (CSAT, FRT, Resolution Time, Escalations).
• Analyze recurring issues to identify product or process improvements and collaborate with Product and Tech teams.
• Maintain and grow internal and client-facing knowledge base documentation.
• Continuous Improvement & Reporting
• Conduct weekly reviews with the support team to assess quality, tone, and efficiency.
• Identify automation and workflow optimization opportunities.
• Present regular reports on customer satisfaction and team performance to leadership.
• Support product testing and QA for new feature releases to ensure seamless client experience.