Senior Customer Support Manager – AI‑Powered Legal Technology & Client Experience Leadership – Remote, Global Impact at brighthush

About brighthush – Pioneering the Future of Legal Technology

brighthush is not just a software vendor; we are the catalyst that redefines how law firms and corporate legal departments operate. By weaving cloud‑native, brighthush Office‑integrated solutions—MatterLink, Docket Enterprise, LegalBar, Assemble‑It, CoreRelate Cloud, and CoreRespond—into everyday workflows, we empower teams to streamline calendars, manage matters, and automate document creation—all within the familiar brighthush Office ecosystem. Our mission is simple yet ambitious: make legal work faster, smarter, and more collaborative so our clients can focus on what matters most—serving their own clients.

Why brighthush is the Ideal Destination for Ambitious Leaders

At brighthush, we’re redefining the legal industry’s future. Our culture is built on relentless curiosity, continuous learning, and a deep commitment to customer success. We invest heavily in research and development, AI integration, and data‑driven product enhancements. As a remote‑first organization, we offer unparalleled flexibility, a flat hierarchy that encourages rapid decision‑making, and a collaborative environment where every voice is heard. If you’re passionate about technology, service, and making a tangible impact on the legal profession, brighthush is the place for you.

Position Overview

As the Senior Customer Support Manager, you will be the linchpin of our client experience engine. Your role blends hands‑on technical support with strategic leadership, ensuring that every support ticket is resolved efficiently while driving systemic improvements that elevate our service standards. Roughly 50 % of your time will be spent directly engaging with clients, and the other 50 % will focus on building a world‑class support organization that scales with our product growth.

Key Responsibilities

Hands‑On Support Delivery (≈50 %)

• Own the Queue: Act as a product expert and respond to Tier 1 and Tier 2 inquiries via email, phone, and callback requests across the entire brighthush product suite.
• Diagnose & Resolve: Reproduce defects, troubleshoot functional and technical issues, and collaborate with R&D and Cloud Ops to resolve complex problems.
• Escalate Strategically: Serve as the escalation point for high‑impact or sensitive client situations, including those raised by firm administrators, IT directors, and managing partners.
• Communicate Under Pressure: Keep clients informed during outages, defects, and long‑running issues, maintaining consistent, transparent communication.
• Voice of the Customer: Capture and synthesize client feedback into actionable insights that inform product roadmaps and support process enhancements.
• Mentor Peer Support: Provide on‑the‑job coaching to junior team members, fostering a culture of continuous learning and knowledge sharing.

Team Leadership, Process & Systems (≈50 %)

• Lead & Develop: Manage, coach, and develop the support team through regular 1:1s, ticket reviews, and structured feedback. Foster a culture of ownership, continuous improvement, and professional growth.
• Ticket Classification: Design and roll out a robust classification scheme by tier (L1/L2) and product, pilot it on new tickets, and enforce consistency so reporting reflects reality.
• SLA Definition & Tracking: Establish baseline response and resolution targets by severity, build tracking mechanisms, report weekly, and refine targets as needed.
• Escalation Path to R&D: Document and operationalize a formal escalation process into R&D—entry criteria, required information, ownership, and expected turnaround.
• Support Systems Evaluation: Lead the assessment and implementation of a new support system of record, including vendor selection, workflow configuration, and change management.
• Reporting & KPIs: Build and maintain operational dashboards covering volume, backlog, ticket aging, response/resolution times, defect clusters, and client/product trends.
• Knowledge Base Ownership: Establish a sustainable process for creating and maintaining online help and internal documentation, leveraging AI to accelerate authoring and keep content current.
• AI Adoption: Drive practical AI adoption across the support team—drafting responses, triaging tickets, summarizing threads, and surfacing knowledge gaps—while auditing AI output for accuracy and tone.
• Cross‑Functional Cadence: Set up and maintain a regular rhythm with R&D, Cloud Ops, and Professional Services to discuss escalations, release readiness, known defects, and at‑risk clients.
• Client Health & Retention: Partner with leadership to own the support side of client health—identify at‑risk accounts, close the loop on NPS and survey responses, and drive proactive outreach.
• Continuous Improvement Projects: Own a recurring improvement initiative each quarter—automation, deflection, QA scoring, self‑service content—with defined outcomes and measurable results.
• Incident & Change Management: Lead incident response coordination and post‑mortem analysis, ensuring root‑cause insights are captured and integrated into preventive measures.
• Process Automation: Identify opportunities for workflow automation using scripting, macros, or low‑code platforms to reduce manual effort and increase ticket resolution speed.

Core Competencies

• Legal Workflow Fluency: Deep understanding of how legal teams use our products to interpret requests, assess severity, and represent client reality.
• Player‑Coach Balance: Comfortable resolving tickets personally while simultaneously coaching, reporting, and presenting to leadership.
• Process & Playbook Building: Creates repeatable structures (classification, SLAs, escalation paths, documentation standards) and manages adoption.
• Data‑Driven Decision Making: Uses ticket and performance data to assess team performance, identify trends, and advocate for change.
• Technical Troubleshooting: Thinks critically and diagnoses methodically across application, integration, and environment issues.
• AI Fluency & Judgment: Uses generative AI tools to improve speed and quality, applying judgment to verify AI output before client delivery.
• Client Communication: Writes and speaks clearly and professionally to sophisticated legal‑industry clients, especially in challenging situations.
• Cross‑Functional Influence: Works effectively with R&D, Cloud Ops, and Professional Services to align around shared client outcomes.
• Adaptability & Resourcefulness: Operates effectively in a lean, close‑knit organization, balancing daily delivery with building in a resource‑constrained environment.
• Project Management: Leads cross‑functional initiatives, sets clear milestones, and ensures timely delivery of process improvements.
• Change Management: Communicates change effectively, mitigates resistance, and ensures smooth adoption of new tools and processes.

Required Skills & Qualifications

• Post‑secondary degree or equivalent combination of experience and education.
• 5+ years in a customer‑facing technical support role, with at least 2 years leading, supervising, or mentoring a support team.
• Hands‑on experience with legal technology products and a strong grasp of legal workflows.
• Proven ability to manage high‑volume support queues while maintaining quality and customer satisfaction.
• Strong analytical skills with experience building dashboards, KPIs, and reporting frameworks.
• Excellent written and verbal communication skills, capable of translating technical details into clear, client‑friendly language.
• Experience with AI‑powered support tools or a demonstrated interest in leveraging generative AI for customer service.
• Comfortable working in a remote‑first environment with a distributed team across multiple time zones.
• Proficiency in using support ticketing systems (e.g., Zendesk, Freshdesk, or similar) and knowledge base platforms.
• Strong project management skills, including the ability to prioritize, set milestones, and deliver on time.

Preferred Qualifications

• Experience in the legal technology industry or with law firm clients.
• Background in product management or product support for SaaS platforms.
• Certifications in customer support, technical support, or AI tools.
• Knowledge of cloud infrastructure, API integrations, and security best practices.
• Experience with low‑code or no‑code automation platforms (e.g., Zapier, Power Automate).
• Fluency in additional languages commonly used by legal professionals (e.g., Spanish, French).

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Senior Customer Support Manager, you will:

• Progress to a Director of Customer Experience role, overseeing multiple support teams and shaping global service strategy.
• Lead cross‑functional initiatives that influence product development, marketing, and professional services.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access to continuous learning resources, including AI training, legal industry certifications, and technical workshops.
• Opportunity to co‑author white papers, case studies, and thought‑leadership content that positions brighthush as an industry authority.

Work Environment & Company Culture

brighthush thrives on a culture of autonomy, collaboration, and innovation. Key highlights include:

• Remote‑first model with flexible working hours to accommodate global teams.
• Flat hierarchy that empowers employees to make decisions and influence product direction.
• Regular virtual town halls, hackathons, and knowledge‑sharing sessions.
• Commitment to diversity, equity, and inclusion—our teams reflect the global legal community we serve.
• Well‑being initiatives: mental health resources, virtual fitness classes, and flexible PTO.
• Annual “Innovation Day” where teams pitch new ideas that could shape the next generation of legal tech.

Compensation, Perks, and Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior support leadership roles.
• Performance‑based bonuses tied to team KPIs, customer satisfaction, and product adoption.
• Equity or stock‑option plans that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off (PTO) and a generous parental leave policy.
• Professional development stipend for courses, certifications, and conferences.
• Access to the brighthush Office suite at a discounted rate for personal use.

How to Apply

If you are ready to lead a high‑impact support organization, champion AI adoption, and shape the future of legal technology, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Customer Support Manager role at brighthush.

Apply now and join brighthush in redefining the legal profession, one support ticket at a time.