[Remote] Sr. Manager, Customer Support at EvenUp

United States

Apply Now

$110,000 – $150,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Legal Tech, AIIndustries

Requirements

5+ years of people management experience in SAAS Customer Support function
1+ years of second-line management experience (manage people managers, not squad leads)
Experience designing and implementing customer support operations and automated workflows
Experience reporting on customer support KPIs and defining quarterly initiatives
Experience tuning support chatbots
Scrappy, willing to get involved in the details
Strong communication skills and the ability to collaborate with cross-functional teams
Leadership skills with a track record of mentoring and developing high-performing teams
Preferred: Experience with SFDC ServiceCloud

Responsibilities

Run the business
Manage support queues across two inbound channels (email, live-chat) and multiple product and operations verticals
Coordinate with cross functional dependencies in customer success, product, and engineering to fully resolve customer issues
Coordinate and execute root-cause studies to drive continuous improvement
Manage the business to core KPIs
Track key performance indicators for customer satisfaction and service levels (TTFR, TTR, CSAT)
Identify trends and quantify impact of product bug fixes and feature requests; partner with EPD for prioritization
Run monthly business review and process improvement cadence
Build scalable case deflection infrastructure
Build out and maintain comprehensive user help center
Launch and improve chatbot responses
Successfully deflect >50% of cases via automated responses
Manage outages and incidents
Define incident playbooks and coordinate EvenUp staff across EPD and CS during outages
Work with CS leadership to draft and deliver customer incident comms
Develop the team
Define hiring plan, capacity model, and staffing schedules
Recruit amazing support talent
Lead, mentor, develop, and promote the team

Skills

Customer Support

Queue Management

Email Support

Live Chat

Root Cause Analysis

KPI Tracking

CSAT

TTFR

TTR

Business Reviews

Case Deflection

Help Center

Chatbot Management

Incident Management

EvenUp

Legal services for personal injury cases

About EvenUp

EvenUp Law provides legal services focused on personal injury, trucking accidents, and medical malpractice. The firm operates in multiple states, including Texas, Pennsylvania, California, Indiana, and Georgia. Its business model is based on a contingency fee structure, meaning they only receive payment if they win a case, taking a percentage of the settlement or judgment. What sets EvenUp Law apart from its competitors is its detailed case preparation and the ability to analyze cases like an adjuster or defense attorney, which leads to higher settlement amounts and quicker resolutions for clients. The firm also maintains a database of similar injuries and their values, which helps in providing accurate damage estimates. The goal of EvenUp Law is to save clients time and stress while ensuring they receive fair compensation for their injuries.

San Francisco, CaliforniaHeadquarters

2019Year Founded

$214MTotal Funding

SERIES_DCompany Stage

LegalIndustries

201-500Employees

Risks

Increased competition from other legal tech startups could erode EvenUp's market share.

Reliance on a contingency fee model poses financial risks with unsuccessful cases.

Potential regulatory changes in AI use could impact EvenUp's operations.

Differentiation

EvenUp uses AI to automate legal document creation, reducing time and costs.

The company targets the $20 million insurance claim market with AI-driven solutions.

EvenUp's meticulous case preparation results in high settlement amounts and quick resolutions.

Upsides

Recent $135 million Series D funding shows strong investor confidence in EvenUp.

Launch of AI assistant Litty highlights growth in generative AI for legal automation.

Strategic board appointments could open new avenues for growth and partnerships.

Land your dream remote job 3x faster with AI

Try Jobo Free