Manager, Customer Support at GC AI

San Mateo, California, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Apr, 26

Salary

0.0

Posted On

05 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, B2B SaaS, Legal-Tech, Problem Solving, Communication, Process Building, Analytical Skills, Team Management, User Experience, Ticketing Systems, Escalation Management, Data Analysis, Training, Onboarding, Collaboration, Empathy

Industry

technology;Information and Internet

Description

About The Role We are seeking a dynamic Customer Support Manager who thrives in a fast-paced startup environment and can wear two hats: first, as an individual contributor managing frontline ticketing, customer issues, and escalations; then, as the operator who builds and leads a scalable team. You will be the bridge between our customers (in-house legal teams) and our product/engineering organization. You’ll not only resolve today’s issues, but build the processes and team that enable us to support thousands of users seamlessly tomorrow. At GC AI, we are customer-obsessed, and need someone who is as well. Why You'll Love Working With Us You’ll be part of a mission-driven company tackling one of the largest untapped enterprise markets: in-house legal. You’ll join a lean, high-impact team where your footprint will be outsized and your growth accelerated. You’ll work alongside lawyers, engineers, and operators all aligned on a bold vision: making legal work faster, better and more accessible. You’ll have meaningful scope: this role will evolve from 1:1 contributor to team builder, and you’ll define how we scale. We value ownership, curiosity, and execution: if you love solving problems, building things, and making things better, this is your playground. Why This Role Matters You’ll be instrumental in delivering a world-class experience for our 1,100+ legal-team customers, ensuring they receive timely, accurate, and high-touch support. As we scale quickly, the operational foundation you help build - ticketing flow, escalation paths, onboarding flows, documentation, training processes - will determine our ability to maintain high customer satisfaction (95% retention) and NPS (75) while growing. You will help shape how GC AI becomes not just a product, but a support-enabled platform - critical when selling into legal departments with high demands and low tolerance for friction. You’ll unlock levered growth: today you solve, tomorrow you empower a team to solve so much more. What You'll Do 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. Required Experience 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. Nice To Have Previous experience in the legal tech, legal operations, or contract lifecycle management space (CLM, matter management systems, legal AI). Experience with enterprise integrations (e.g., with legal document systems, internal tools, APIs). Built out support/solutions strategy in a SaaS company. Familiarity with AI/LLM-powered products, or experience supporting technical products used by legal professionals. Prior hiring, onboarding, and people-management experience (even if informal). Experience working in a remote/hybrid environment and building remote-friendly support workflows.

Responsibilities

The Customer Support Manager will serve as the front-line contact for customer support, managing ticket resolution and customer issues. They will also build and lead a scalable support team to enhance customer satisfaction and operational efficiency.