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GC AI · 1 day ago

Manager, Customer Support

San Mateo, CA

Full-time

Hybrid

Mid, Senior Level

$110K/yr - $135K/yr

4+ years exp

GC AI is the fastest-growing and most trusted legal AI platform for in-house legal teams. They are seeking a dynamic Customer Support Manager who will manage frontline customer issues and build a scalable support team to ensure high customer satisfaction. This role involves serving as the primary contact for customer support, creating support processes, and driving improvements based on support metrics.

Artificial Intelligence (AI)LegalLegal Tech

Responsibilities

Serve as the front-line point of contact for customer support and solutions: triaging, diagnosing, prioritizing, and resolving tickets for in-house legal teams

Work closely with legal-tech-savvy users: understand their workflows, pain-points, and how our platform integrates with internal tools (e.g., contract systems, document repositories, matter management)

Escalate and coordinate issues with engineering, product, and legal operations as needed- act as the translator between technical teams and legal-user stakeholders

Create, refine, and own support and solutions processes: ticketing SLAs, knowledge base articles, onboarding checklists, training materials, user segmentation, and escalation frameworks

Collect, analyze, and report support metrics (e.g., ticket volumes, resolution times, customer satisfaction, root-cause trends) and use them to drive improvements

Over time: hire, onboard, train, and manage a high-performance support/solutions team, define roles, career ladders, KPIs, and ensure the operational model scales

Contribute to cross-functional projects: collaborate with product to identify user pain-points, feed back into roadmap; with marketing for onboarding campaigns; with sales for post-sales transition

Maintain a deep empathy for the legal user, anticipate change management needs, drive adoption of new features and integrations, and be a champion of user satisfaction in the organization

Qualification

Customer support managementB2B SaaS experienceProcess buildingLegal tech experienceAnalytical mindsetHands-on problem-solvingEmpathy for usersCommunicationTeam management

Required

4-6+ years of experience (startup environment preferred) in a high-growth B2B SaaS / legal-tech / enterprise-software company

Experience managing customer-facing support or solutions operations, ideally starting as an individual contributor and having scaled/operated a team

Strong track record in a fast-paced startup: comfortable with ambiguity, quickly evolving priorities, small-team resourcefulness

Excellent communication skills: able to translate between product/engineering and legal-business stakeholders (e.g., in-house counsel, legal ops)

Demonstrated ability to build processes from scratch: ticketing flows, SLA frameworks, knowledge bases, metrics and reporting

Hands-on problem-solving: you are not afraid to roll up your sleeves and handle tickets yourself

Empathy for the user experience: you've supported demanding enterprise customers, especially in legal/regulated environments, and understand the importance of adoption and support quality

Strong analytical mindset: comfortable with metrics, dashboards, and using data to drive process improvement