Director of Client SupportLocation: Remote, USA
Department: Customer Success
About the roleLead the support function that sets the service standard for enterprise legal AI.
This role owns Syllo's Client Support function, the team of Support Specialists who serve as the first point of contact for attorneys, paralegals, and legal ops professionals at AmLaw 200 firms and Fortune 500 legal departments. You own the quality, speed, and consistency of support delivery across the client base, setting the service standard, building the team and operational infrastructure to sustain it, and ensuring every client interaction reflects Syllo's commitment to its clients. We are looking for a leader who has managed technical support teams in an enterprise SaaS environment, understands the expectations of legal professionals, and builds the operational discipline to deliver at scale.
What you will do- Lead the Support team: Hire, develop, and manage Support Specialists. Define the performance standards and hold the team to them.
- Define service standards: Establish and maintain SLA targets for response time, resolution time, and customer satisfaction. Make them visible and report against them consistently.
- Become a product expert: Develop deep expertise in the Syllo platform and serve as a product knowledge resource for the Support team, contributing to training, escalation decisions, and help content quality.
- Build escalation infrastructure: Design the triage, escalation, and handoff protocols that route issues to the right resource at the right time without requiring a manager decision on every ticket.
- Develop self-service capability: Build and maintain the knowledge base, help documentation, and in-product guidance that allow clients to resolve common issues independently.
- Scale for global coverage: Design the staffing and shift structure that extends support coverage toward a 24/7 follow-the-sun model without sacrificing quality.
- Drive retention and expansion: Deliver a client experience that builds confidence in the platform and the team behind it, with a focus on how support quality contributes to retention and expansion.
- Identify systemic issues: Analyze ticket patterns to distinguish individual incidents from systemic platform or process problems. Surface the latter to Product and Engineering with specificity and follow-through.
- Report on what matters: Maintain accurate support metrics, including volume, resolution rate, escalation rate, and CSAT, and use them to drive continuous improvement.
What you bring- Support leadership experience: You have managed technical support teams at enterprise SaaS companies, with accountability for SLA performance, team development, and customer satisfaction outcomes.
- Triage and escalation design: You have built the operational infrastructure that allows a support team to handle volume without losing quality, including routing logic, escalation criteria, and resolution playbooks.
- Revenue awareness: You understand how support quality connects to retention and expansion, and you partner with CS and Sales to keep client health visible and act on it.
- Knowledge management: You build and maintain self-service content that reduces inbound volume. Not a repository, but a functional system that actually deflects tickets.
- Data-driven management: You track the metrics that matter, including CSAT, TTR, escalation rate, and ticket deflection, and use them to make operational decisions, not just compile reports.
- Cross-functional influence: You surface systemic issues from support data to Product and Engineering with specificity and evidence, and you follow up until they are resolved.
- Legal or professional services context: You understand the expectations of legal professionals, including the pace, the stakes, and the register required in every interaction.
Experience and qualifications- 5+ years in customer support, with 2+ years managing a technical support team at a B2B SaaS company.
- Demonstrated experience building support operations from an early stage, including SLA frameworks, escalation protocols, and knowledge base infrastructure.
- High aptitude for learning new software tools and enthusiasm for AI-powered products, with a commitment to developing and maintaining deep platform expertise.
- Proficiency with support platforms such as Zendesk, Intercom, or HubSpot Service Hub.
- Understanding of how support functions as a revenue driver, with experience partnering with CS and Sales to support client health and surface expansion signals.
- Experience supporting enterprise customers in legal, compliance, or regulated-industry environments is a plus.
- Bachelor's degree required.
Total rewards and benefitsAt Syllo, we believe in taking care of our team so they can focus on building the future of legal tech.
Compensation: Competitive base salary + equity options.
Benefits: Medical, dental, vision, and voluntary insurance options. Vacation, sick leave, and paid holidays. Access to benefit counselors and fitness class reimbursements.
Growth: Annual learning and development budget and real career growth in a fast-scaling organization.
United States - Remote Pay Range
$170,000-$190,000 USD
