Sr. Manager, Customer Support

NetDocuments is seeking a Senior Customer Support Manager who is driven to be an operator, innovator, and leader.  They will lead the global Frontline Support teams within the NetDocuments Customer Support organization managing both individual contributors and Team Leads. They are a senior operational and strategic leader responsible for ensuring service excellence, cross-functional influence, and continuous improvement across their portfolio. Operating within a follow-the-sun support model serving our customers worldwide, the Senior Manager plays a critical role in shaping team capability, operational maturity, and the overall customer experience — and works closely with the Senior Director of Customer Support along with Product and Engineering leadership to ensure the voice of the customer drives business decisions.

• Own the customer experience across our global Frontline teams, serving as the single accountable leader for team performance, customer outcomes, and operational health
• Sets strategy and drives achievement of key performance indicators including CSAT, productivity, Knowledge creation, and Response & Resolution time SLAs.
• Leads the Frontline team providing coaching, mentorship, and structured performance management at multiple levels.
• Serves as a senior escalation point for complex customer accounts and thematic issues, including executive-level engagement when needed.
• Champions cross-functional collaboration with Product, Engineering, and Customer Success to advocate for the customer and drive resolution of systemic issues and defect trends.
• Challenges the status quo at every turn, leading and sponsoring significant operational improvements through AI powered initiatives that elevate service delivery, team efficiency, and customer experience.
• Uses data and operational insights to identify trends, inform strategic decisions, and communicate the state of support to senior leadership.
• Partners with the Senior Director on workforce planning, organizational design, and long-range strategic planning.
• Fosters a culture of continuous learning, knowledge creation, and customer-first thinking across the team.

• Bachelor’s degree or equivalent experience.
• 4+ years leading Customer Support teams, with demonstrated experience managing team leads or senior technical individual contributors.
• 7+ years of experience in a Customer Support organization, ideally supporting a technical SaaS product.
• Demonstrated track record of driving measurable improvement in support operations and customer satisfaction.

• Experience supporting legal professionals or within a legal technology environment.
• Proven experience implementing AI-driven support tools or automation workflows that resulted in measurable efficiency gains.
• Customer Support operations and management in a Salesforce Service Cloud environment.
• Experience leading teams using a Knowledge-Centered Support (KCS) methodology.
• Experience using data analysis or business intelligence tools to drive operational decisions.
• Experience designing or scaling support operations across a global, follow-the-sun support model.

• →The People! 
• →90% healthcare premiums company covered 
• →HSA company contribution 
• →401K match at 4% with immediate vesting 
• →Flexible PTO (typically 3 to 4 weeks a year) 
• →10 paid holidays 
• →Monthly contributions for life activities & wellness 
• →Access to LinkedIn learning with monthly dedicated time to explore