Customer Support Manager

Job Description:
Customer Support Manager

Location: Remote

Reports To: VP of Operations, BEC Legal Systems

Travel: Estimated 5-10%: periodic visits to the Cincinnati office, occasional client sites, and industry conferences (e.g., ILTACON)
About BEC Legal Systems

BEC Legal Systems has served the legal community for decades, evolving from its roots in Cincinnati, Ohio into a trusted provider of enterprise software for law firms and corporate legal departments nationwide. Our BEC CoreRelate Framework - including MatterLink, Docket Enterprise, LegalBar, and Assemble-It - helps legal teams manage attorney calendars, track matters, and automate document creation directly within the Microsoft Office environment they already rely on.

Our clients stay with us because our team knows their firms, their workflows, and their deadlines. As we modernize our support organization - new tooling, a real knowledge base, and AI woven into how the work gets done - we are hiring a leader to own that function and make responsiveness a competitive advantage.
About the Role

As Customer Support Manager, you will lead BEC's Support team and own the client experience from the moment a request arrives through to resolution. You may come to this from software support, or have experience working as a docket manager or specialist, paralegal, legal assistant, or legal technology coordinator who lived in systems like ours. You will define how we classify, prioritize, escalate, and measure support work - while carrying a queue yourself.

This is deliberately a hands-on leadership role, roughly half player and half coach. You will personally handle Tier 1 and Tier 2 inquiries across our product suite and refine the team’s processes and infrastructure: SLA targets, escalation path into R&D, a trusted knowledge base, and a working cadence with R&D and Cloud Ops. You will also lead the evaluation of the existing system of record for support.
Key Responsibilities

Hands-On Support Delivery (approximately 50%)

- Own the queue: Act as a product expert and respond directly to Tier 1 and Tier 2 client inquiries by email, phone, and callback request across MatterLink, Docket Enterprise, LegalBar, Assemble-It, CoreRelate Cloud, and CoreRespond.

- Troubleshoot and resolve: Diagnose functional and technical issues, reproduce defects, and collaborate with R&D and Cloud Ops on anything that needs engineering involvement.

- Escalate where needed: Serve as the escalation point for the team's most complex or most sensitive client situations, including issues raised by firm administrators, IT directors, and managing partners.

- Communicate under pressure: Keep clients informed during outages, defects, and long-running issues, maintaining consistent communication with clients.

Team Leadership, Process, and Systems (approximately 50%)

- Team Leadership and Development: Manage, coach, and develop the Support team through regular 1:1s, ticket reviews, and structured feedback; set clear expectations and build a culture of ownership and continuous improvement.

- Ticket Classification: Define and roll out a classification scheme by tier (L1/L2) and by product, pilot it on new tickets, and enforce it consistently so that reporting reflects reality.

- SLA Definition and Tracking: Establish baseline response and resolution targets by severity, develop the appropriate tracking mechanisms, report against it weekly, and revise the targets as required.

- Escalation Path to R&D: Document and operationalize a formal escalation process into R&D - entry criteria, required information, ownership, and expected turnaround creating a defined workflow.

- Support Systems Evaluation: Lead the evaluation of the support system of record, including needs assessment, identification of the right vendor based on the businesses’ requirements, workflow configuration, implementation of a new system, and team training and change management.

- Reporting and KPIs: Build and maintain th