What are the responsibilities and job description for the Customer Support Manager position at Supio?
About Us
Supio is a trusted AI platform purpose-built for law firms, reshaping how data drives impactful outcomes. Our innovative approach blends technology with deep legal expertise, making us a leader in our field. We go beyond surface-level AI to deeply understand our customers' daily needs, empowering law firms with unparalleled data insights. Supio delivers human-level accurate analysis of complex data and legal records, quickly and efficiently bringing critical insights when they matter most. Trusted by top litigation lawyers, our platform has supported over $1 billion in settlements, even in courtrooms.
Who Are We Looking to Add to Our Team?
As Supio's first Support Manager, you'll have the exceptional opportunity to build and lead a high-performing team from the ground up. You are committed to ensuring every customer receives professional, courteous, and timely support while setting the foundation for the support function by defining processes, tools, and best practices. Thriving in dynamic environments, you balance strategic planning with hands-on execution, directly impacting customer satisfaction, retention, and Supio's reputation as a customer-first company. Beyond managing daily operations, you will cultivate a collaborative, innovative, and high-performing team culture.
Key Responsibilities
- You are a champion problem solver, you and your team treat every customer problem as if it were your own. You obsess over thoroughly resolving all customer support tickets quickly, without compromising on quality.
- You pride yourself on achieving or exceeding performance standards on SLA achievement and customer satisfaction.
- You run an operationally tight ship. Balls don't get dropped on your watch.
- You build strong cross-functional relationships and collaborate effectively with colleagues to resolve customers' issues.
- You are great at hiring, training, developing and, and retaining top talent to build a high-performing team. You establish a productive, supportive and fun team culture.
- You cultivate deep expertise in the Supio product, sharing that knowledge with colleagues across the company. You dive into the more technical elements with fearlessness and enthusiasm.
- Identify emerging trends, issues, or problems impacting customers and communicate to internal stakeholders to create best practices and processes.
Qualifications
Why Join Us?
As a Series-A startup, joining Supio means becoming a vital contributor to our success, where your ideas and efforts will directly shape our products, company culture, and long-term vision. We're in an exciting phase of scaling, presenting opportunities for both company and career growth as we expand our market presence and develop new features and services.
Compensation
The base salary range for this position is $81,000-$153,000 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies, and experience.
Benefits & Perks
Supio offers an extensive benefits package and perks which include :
E-Verify Participation Notice
Supio participates in E-Verify, an employment authorization program through the U.S. Department of Homeland Security and the Social Security Administration.
Equal Employment Opportunity (EEO) Statement
Supio is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Take the Next Step
Are you ready to shape the future of AI and make a meaningful impact? Join us at Supio, where your work not only drives technological advancement but also fosters a more connected and accessible world. Apply now to start your journey with a team that values innovation and collaboration.
Salary : $81,000 - $153,000
