Sr. Manager, Customer Support at Netdocuments

NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communications from emails using the @netdocuments.com domain. If you have any concerns or questions about communications you have received, please send them to [Upgrade to PRO to see contact] so our team members can review. NetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. We strive to win together through passionate hard work, exploring new things and recognizing every interaction matters. NetDocuments provides rewarding career growth in an inclusive, diverse environment where employees are encouraged to openly contribute creative ideas and innovation, backed by supportive peers and leadership working together to achieve our goals as a unified team. At our core, we are dedicated to empowering our employees to drive successful business outcomes and better user experiences for our customers and partners. Our customer-centric approach and employee enablement has allowed us to enjoy many accolades, including being named among the 2022, 2023, & 2024 list of Inc. Magazine’s 5000 Fastest-Growing Private Companies in America. Other recent awards include: • Two-time winner (2024, 2023) National Top Workplaces • Two-time winner (2024, 2023) Top Workplace innovation • Three-time winner (2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune • Three-time winner (2023, 2022, 2021) Best Companies to Work for by Utah Business magazine • Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility • Three-time winner (2024, 2023, 2022) Top Workplace Compensation & Benefits • 2024 Cultural Excellence • 2024 Technology Industry • 2023 Top Workplace Leadership • 2023 Top Workplace Purpose & Values • 2022 Top Workplace Employee Appreciation and Employee Well Being NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day! What You’ll Do: 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. You will: • 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. What You’ll Need to be Successful: • 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. What Will Make You Stand Out: • 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. What You’ll Love About NetDocuments: • 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   Compensation Transparency: The compensation range for this position is:  $140,000 - $160,000 including bonus. The posted cash compensation for this position includes on target earnings, base salary and variable if applicable. Some roles may qualify for overtime pay. Individual compensation packages are determined based on various factors specific to each candidate, such as career level, skills, experience, geographic location, qualifications, and other job-related considerations #LI-HYBRID Equal Opportunity NetDocuments is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, individual qualifications, without regard to race, color, religion, sex, (including pregnancy), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity and/or expression, military and veteran status, or any other status protected by laws or regulations in the locations where we operate. NetDocuments believes diversity and inclusion among our employees is critical to our success, and we are committed to providing a work environment free of discrimination and harassment.