Leading the Client Support function, the full-time Director of Client Support will manage a team of Support Specialists, establish service standards, and ensure high-quality support delivery for enterprise legal AI clients in a remote setting. Key responsibilities Lead and develop the Support team, defining performance standards and ensuring accountability Establish and maintain service level agreement (SLA) targets for response and resolution times, and customer satisfaction Design operational infrastructure for triage and escalation processes to efficiently route client issues Required qualifications 5+ years in customer support, with at least 2 years managing a technical support team at a B2B SaaS company Experience building support operations, including SLA frameworks and knowledge base infrastructure High aptitude for learning new software tools and a commitment to developing deep platform expertise Proficiency with support platforms such as Zendesk, Intercom, or HubSpot Service Hub Bachelor's degree required
Director of Client Support • Long Beach, California, United States
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