Manager, Customer Care at Literati

Colorado, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal TechnologyIndustries

Requirements

Experienced in support management or leading frontline support functions
Ability to blend strategic insight with hands-on management
Skilled in overseeing ticket triage, SLA monitoring, and escalation for products like Litera One and Kira
Proficient in conducting 1:1s, quarterly reviews, onboarding, and coaching using metrics (AHT, FCR, CSAT)
Capable of enforcing standards for response tone, clarity, documentation, and product usage
Experienced in KPI monitoring, root cause analysis, and improvement initiatives
Strong in escalation management for high-impact clients and cross-functional alignment (Engineering, Product, QA)
Knowledge of generating reports/dashboards on queue health, SLA adherence, CSAT, and risks
Ability to ensure playbook compliance, process adherence, and continuous improvement (e.g., automation, macros)
Team leadership skills: inspire/coach across experience levels with tailored feedback and empathy
Operational discipline: manage high case volumes, understand SLAs and entitlement rules

Responsibilities

Oversee daily case operations: ticket triage, balanced distribution, SLA monitoring, and proactive escalations
Lead operational reviews: daily stand-ups, backlog status, case prioritization, and process gap identification
Facilitate cross-functional syncs with Engineering, Product, QA for escalations and breaches
Conduct weekly 1:1s, quarterly reviews, career growth planning, and onboarding programs
Drive continuous skill growth via performance metrics, coaching, peer shadowing, and workshops
Model player-coach approach: assist with complex cases and clear backlogs
Enforce consistency in support responses and track KPIs (CSAT, FCR, reopen rates)
Perform root cause analysis and deploy improvement initiatives
Own escalations for high-impact clients and channel feedback to Product/Engineering
Ensure team adherence to playbooks, SLAs, and procedures
Generate daily/weekly/monthly dashboards for leadership on queue health and metrics
Identify recurring patterns and coordinate improvements (e.g., documentation, macros, automation)
Conduct QA audits, run sessions, and lead service improvement planning

Skills

Key technologies and capabilities for this role

SLA ManagementTicket TriageQueue LeadershipOperational ReviewsTeam CoachingProcess ImprovementCross-Functional CollaborationEscalation ManagementBacklog ManagementAutomation Identification

Questions & Answers

Common questions about this position

What is the employment type for this Manager, Customer Care role?

This is a full-time position.

Is this role remote or does it require office presence?

This information is not specified in the job description.

What experience is required for the Manager, Customer Care position?

The role requires an experienced Support Manager with skills in strategic leadership, hands-on team management, operational efficiency, talent coaching, and maintaining service standards.

What is the company culture like at Litera?

Litera fosters a dynamic, high-performing culture passionate about legal technology innovation, with a player-coach approach, emphasis on continuous skill growth, career planning, and strong cross-functional alignment.

What makes a strong candidate for this role?

A strong candidate blends strategic insight with hands-on management, has experience leading support operations, excels in coaching and performance improvement using metrics like AHT, FCR, and CSAT, and can oversee SLAs and escalations for legal tech products.

Literati

Curated book subscription service for all ages

About Literati

Literati offers a subscription service for curated book selections aimed at both adults and children. Each month, subscribers receive a new hardcover book chosen by influential figures, known as Luminaries, from various fields such as business, sports, and the arts. This approach provides readers with enriching and inspiring content. For children, Literati features a 'try before you buy' option, allowing parents to receive a selection of expertly reviewed books to ensure quality and age-appropriateness. The company differentiates itself by combining celebrity involvement with expert curation, appealing to those seeking intellectual and inspirational reading experiences. Literati's goal is to foster a love for reading through high-quality literature while generating revenue through subscription fees and book sales.

Austin, TexasHeadquarters

2017Year Founded

$89.5MTotal Funding

SERIES_BCompany Stage

Education, Consumer GoodsIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Short-term Disability Insurance

Parental Leave

Flexible Work Hours

Unlimited Paid Time Off

Company Equity

Risks

Increased competition from companies like Book of the Month challenges Literati's market share.

Celebrity involvement risks brand reputation if associated figures face controversies.

Integration challenges from Follett Book Fairs acquisition may disrupt Literati's operations.

Differentiation

Literati offers curated book selections with celebrity involvement, enhancing its unique market position.

The 'try before you buy' model for children's books sets Literati apart from competitors.

Literati's platform includes exclusive content and discussions, enriching the reader's experience.

Upsides

Rising interest in personalized content boosts demand for Literati's curated book services.

AI-driven personalization can enhance Literati's book selection process, improving customer satisfaction.

Celebrity and influencer marketing trends align with Literati's Luminary-curated adult book offerings.

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