DISCO’s growing professional services team is seeking a client-focused manager for the client support team, otherwise known as DISCO Desk. The DISCO platform provides attorneys and other legal professionals with a cloud-based database to deliver legal services. Ideal candidates will have a strong background in ediscovery, a passion for client services, and proven success in leading medium-sized teams. In this role, you will hire, manage, support, and coach a team of technical support associates and project analysts, both of which provide services to DISCO’s clients. Your team will troubleshoot tier 1 technical issues and escalate to other technical teams as needed, complete billable task work on behalf of clients as requested, provide product feature support to clients to help ensure a successful use of the platform, and collaborate with other professional services teams with the overarching goal to deliver an excellent client experience. Finally, you and your team will provide critical technical input to the Product team to help continually improve the ways that clients use our platform. 

Your Impact

• This is an opportunity to join a growing professional services team focused on delivering an exceptional client experience to users of our software products. The expected growth will provide an opportunity to expand this team, lead additional teams and/or add responsibilities to the current team. A successful leader in this role will play an important part of the org design of this expansion
• This team has had a few changes in leadership in the last year and is hungry for a strong leader to join, provide them with great coaching, foster a positive team culture and help them make bigger and better contributions to the organization 
• The DISCO Desk is a new structure and concept in how we service our clients which has just been launched. As a leader of this group, you will have an opportunity to shape the way that this organization is built out  

What You'll Do

• Provide day-to-day management and oversight of the DISCO Desk team, which is comprised of both technical support and project support team members. This team collectively triages all incoming tickets, calls and chats to either direct the inquiry to the correct department or service the client directly. Through your oversight, you will ensure that the team delivers high quality engagements with clients through timely, accurate, and client-friendly responses 
• Act as an escalation point to both your team and to other leaders within the business to successfully resolve client issues in a positive manner 
• Use your knowledge of ediscovery and technical skills to understand and assist the team in addressing client inquiries while delivering exceptional client service
• Leverage your deep understanding of the DISCO platform to ensure that your team delivers exceptional technical troubleshooting and problem resolution to technical issues or work product on billable task requests 
• Monitor team utilization to ensure proper staffing, allocation of work, and coverage of client needs.  Conduct regular 1:1s with each team member, manage and develop departmental documentation, and support all administrative needs for the group
• Conduct regular reviews of your team’s interactions with clients to ensure quality of interactions, identify areas for improvement/training and ways to more efficiently deliver technical support to clients
• Provide feedback, coaching, and development to your team around communication skills, technical topics, product features, and other areas relevant to delivery of client support
• Work in partnership with tier 2 support or engineering teams to monitor technical bugs or outages and relay provided information back to clients in a timely manner
• Work in conjunction with other professional services leaders on departmental initiatives to improve client satisfaction, create efficient handoffs between teams, and ensure consistent messaging across client interactions 
• Identify technical, product, collaboration, or reporting gaps in the client support process and propose solutions
• Display professionalism, quality service, and a “can do” attitude to internal members/departments of DISCO, external clients and vendors via written and verbal communication
• Analyze statistics and compile reports on a regular basis. Present reports and associated action plans to an executive audience

Who You Are

• 3+ years experience in managing a team of 10 or more, ideally in a client support capacity
• 2+ years of experience in the ediscovery or legal technology industry
• Have experience in a technical support role at a technology company or in a client service role at a legal or ediscovery company 
• Passionate about client service and customer satisfaction
• Able to build a work culture of mutual trust among your team
• Exceptional communication skills and demonstrated ability to effectively work through tense or challenging client situations 
• Strong interest in technology with excellent problem-solving skills, with an initiative to learn new software, research technical topics, and craft creative solutions
• Interest and aptitude for building workflows for delivering high quality and efficient client support, supported by the use of technology. Process oriented with ability to design, implement and lead changes to increase quality and efficiency of customer interactions 
• Strong attention to detail and organization skills
• Ability to empathize with and advocate for our clients
• A positive stakeholder working with other teams and leaders towards the same goal of positive customer satisfaction 

Even Better If You Have...

• Experience working in or supporting ediscovery platforms such as DISCO, Relativity, Everlaw, Logikcull, Recommind Axcelerate, Catalyst or other similar systems
• Experience leading a technical support, user support, or other kind of client support team
• Experience with Salesforce or JIRA
• BA or BS in technology, business or similar fields; or significant legal or ediscovery experience in lieu of degree
• Experience creating technical documentation

Why You Should Join DISCO

• Work at an exciting Software-as-a-Service (SaaS) startup that is rapidly growing and that is a disrupter in the legal space
• Professional growth opportunities and opportunities for advancement
• Many high-profile clients offer a rewarding challenge for people who love to make clients happy