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Manager, Customer Operations

2 hours, 8 minutes ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Notion
Apply Now
Filevine

Filevine

Filevine is a top legal tech company revolutionizing legal work with AI-powered case management software, empowering law firms to streamline operations and enhance client services.

Specialized Consumer Services
251-1K
Founded 2015
$226M raised
View All Jobs 28

Description

  • Manage and align goals for customer success associates responsible for the post-sale customer experience.
  • Lead a team of customer support specialists handling live deposition events and support requests.
  • Become a product expert and diagnose customer questions and challenges related to functionality.
  • Analyze usage trends and recommend workflows that improve customer ROI and long-term adoption.
  • Create and maintain customer-facing resources such as templates, guides, best practices, and training materials.
  • Collaborate with Sales, Marketing, and Implementation on product rollouts, onboarding, and expansion opportunities.
  • Share customer insights with internal teams to help shape go-to-market strategy.
  • Troubleshoot technical and workflow issues and route them to the appropriate internal teams.
  • Facilitate timely communication with customers and internal stakeholders about open issues.
  • Build and improve processes for support across phone, email, and chat.

Requirements

  • 3+ years of experience in customer success or technical support, ideally in a fast-paced SaaS environment.
  • Previous people-management experience with a track record of developing and scaling customer-facing teams.
  • Exceptional written and verbal communication skills.
  • Strong organizational skills with the ability to stay proactive, responsive, and calm under pressure.
  • Professionalism and confidence when handling challenging or escalated conversations.
  • Bias toward action, curiosity, and a commitment to continual improvement.
  • Experience with Zendesk, Talkdesk, Excel, Slack, Notion, or similar tools.
  • Resilience and adaptability suited to a dynamic, startup-like environment.
  • Bachelor's degree or specific education requirement not stated.
  • Experience in Depositions or legal tech is not stated but may be preferred based on context.

Benefits

  • Base salary range of $115,000 to $137,000 per year.
  • Eligible for a paid time off policy.
  • Comprehensive benefits package.
  • Medical, dental, and vision insurance for full-time employees.
  • Maternity and paternity leave for full-time employees.
  • Short- and long-term disability coverage.
  • Opportunity to learn from a dedicated leadership team.
  • Top-of-the-line company swag.

Interested in this position?

Apply directly on the company website

Apply Now

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