Customer Support Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Manager based in Canada. This is a hands-on leadership opportunity for an experienced support professional to shape the client experience within a growing legal technology environment. You’ll lead a support team while remaining directly involved in complex Tier 1 and Tier 2 customer issues. The role combines people leadership, technical troubleshooting, process design, reporting, and continuous improvement. You’ll establish scalable standards for SLAs, ticket classification, escalations, knowledge management, and support quality. You’ll work closely with product, engineering, cloud operations, and professional services teams to resolve issues and improve reliability. With AI increasingly integrated into support workflows, you’ll also help identify practical ways to improve efficiency while maintaining accuracy and a high standard of client communication. This remote role offers meaningful ownership and visibility, with occasional travel to offices, client sites, and industry events.