Litera · 4 months ago
Manager, Customer Care
USA-Colorado
Full-time
Onsite
Senior Level
5+ years expLitera is a leader in legal technology innovation, providing powerful and user-friendly legal software. The Manager, Customer Care will oversee the support function, ensuring operational efficiency and exceptional service standards while leading a dynamic team to improve customer outcomes and internal processes.
Customer ServiceDocument ManagementInnovation ManagementLegalLegal Tech
Responsibilities
Daily Case Operations & SLA Management
Queue Leadership: Oversee ticket triage across Litera products (e.g., Litera One, Kira), ensuring balanced distribution and timely attention
SLA Strategy: Wrap your arms around SLA threshold monitor closely and escalate proactively as cases approach breaches, especially for high-stakes legal accounts
Operational Reviews: Lead daily operations stand-ups, review backlog status, prioritize case reopening, and identify automation or process gaps
Cross-Functional Sync: Create strong alignment with other teams (Engineering, Product, QA) to manage escalations or support-level breaches efficiently
Team Performance & Coaching
1:1s & Reviews: Conduct weekly 1:1s, formal quarterly reviews, and career growth planning sessions
Onboarding Excellence: Design and deliver thorough onboarding—covering Litera’s product suite, support tools, best practices (like Coaching Best Practices), and the company culture
Continuous Skill Growth: Use performance metrics (AHT, FCR, CSAT) to drive targeted coaching, peer shadowing, and knowledge-sharing workshops
High-Performing Culture: Model a player-coach approach—step in to assist with complex cases or help clear backlogs as needed
Customer Experience & Case Quality
Standards Enforcement: Enforce consistency in tone, clarity, documentation, and product usage across all support responses
KPI Monitoring: Track CSAT, First Contact Resolution (FCR), and reopen rates; perform root cause analysis for declines, then deploy improvement initiatives
Escalation Stewardship: Own escalations for high-impact clients—ensuring urgency, clarity, and speedy resolution
Feedback Loop: Channel customer feedback to Product and Engineering teams for product refinements or feature adjustments
Process Adherence & Reporting
Playbook Compliance: Ensure team adherence to support playbooks, entitlement checks, internal SLAs, and tooling procedures
Reporting Cadence: Generate daily, weekly, and monthly dashboards summarizing queue health, SLA adherence, CSAT, and risk markers for senior leadership
Continuous Improvement: Identify recurring patterns and coordinate improvement initiatives—e.g., refine documentation, introduce macros, or automate routing workflows
Governance: Audit case quality, running QA sessions, and spearhead service improvement planning
Qualification
Required
5+ years in technical or customer support; a minimum of 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
Preferred
Knowledge of KCS methodology; familiarity with case deflection tools or Service Improvement Plans
Experience with Litera products or legal document management systems (e.g., DOCX, drafting tools) is a plus
Benefits
Health insurance
Retirement savings plans
Generous paid time off
Supportive work-life balance
Company
Litera
Litera is a legaltech firm that provides of document lifecycle and transaction management solutions.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$102MKey Investors
HgK1 Investment Management
2021-11-05Private Equity
2021-01-07Series Unknown· $2M
2019-05-08Private Equity
Leadership Team
Avaneesh Marwaha
CEO
Bryan Smith
Director of Product Management
Recent News
2025-12-03
Company data provided by crunchbase