Client Support Manager

| Austin
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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
About DISCO

DISCO is a recognized leader in legal technology. Founded in 2013, DISCO’s mission is to create great technology to modernize the practice of law. Our solutions apply artificial intelligence and cloud computing to help lawyers and legal teams improve legal outcomes for their clients. Corporate legal departments, law firms, and government agencies around the world use DISCO for ediscovery, case management, compliance, disputes, and investigations. 

DISCO recently raised $100 million, for a total of $235 million in venture capital. The company’s valuation is $785 million -- a demonstration of investor confidence in legaltech as a category of enterprise cloud computing, and a validation that DISCO is disrupting the broader cloud computing industry. We are using our investment to enhance our cloud technology platform and AI-powered products and services, and to continue to expand our presence outside of North America.

Are you ready to revolutionize the practice of law? Join us!

Perks of DISCO
  • Open, inclusive, and fun environment
  • Benefits, including medical, dental and vision insurance, as well as 401(k) (EU coming soon)
  • Competitive salary plus stock options
  • Flexible PTO 
  • Opportunity to be a part of a company that is revolutionizing the legal industry
  • Growth opportunities throughout the company

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • TorchFrameworks
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

Location

While we're WFH right now, our office is off Loop 360. We have a great office balcony where we can work and enjoy the view.

An Insider's view of DISCO

How would you describe the company’s work-life balance?

DISCO enables me to split my energy between work and other aspects of my life that are important. Our flexible PTO truly relieves the stress of taking time off to take care of our personal lives.

Jason

Account Executive

What makes someone successful on your team?

We talk a lot about personal brand on my team: how you show up to a conversation and partner with those around you to successfully close a sale can often be a key factor in success. Whether it is committing to a positive experience for the client or welcoming a new customer, giving your all, all the time, is a part of our culture.

Lauren

Regional Sales Director

How do you make yourself accessible to the rest of the team?

Our team leadership holds virtual office hours to replicate the quick discussions and fast problem-solving that doesn’t always require a 30-minute meeting to address. We share best practices and lessons learned from conversations with our current and future customers.

Andrew

Chief Revenue Officer

What’s the vibe like in the office?

Our Product Delivery team is made up of people who are very smart and passionate about their craft, whether it's software engineering, product management, or design. These folks come energized by the challenge of solving hard problems. They love what they do and making amazing software.

Ariel

Engineering Office Manager

What are DISCO Perks + Benefits

DISCO Benefits Overview

DISCO knows its employees are the secret of our success. Our focus is keeping DISCO a great place to work, which includes providing benefits and perks that help our employees live up to their potential.

Culture
Volunteer in local community
DISCO Cares was born out of Hurricane Harvey rescue and rebuild efforts and our shared belief that to help is human. It's driven by our employees and supported by our leadership.
Partners with Nonprofits
Friends outside of work
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Leadership has gone through racial equity training.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
DISCO employees who have elected to have an FSA can contribute up to $2650 annually.
Disability Insurance
Dental Benefits
Our dental plan has a $0 premium for the employee, with a reasonable monthly premium up for additional family members.
Vision Benefits
Our vision plan has a $10 copay for annual well vision exams and an $180 allowance for glasses and $150 allowance for contact lenses.
Health Insurance Benefits
DISCO offers a variety of health insurance plans. Our high deductible plans cover 100% of the employee's premium with an HSA and we also provide PPO/FSA plans.
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
DISCO offers a dependent care FSA where employees can contribute up to $5000 tax-free dollars towards child or elder care.
Generous Parental Leave
DISCO provides up to 12 weeks of parental leave for the primary caretaker. We also provide 4 weeks of leave for the secondary caretaker.
Flexible Work Schedule
DISCO provides employees with flexibility. Particularly as we work from home during the pandemic, we recognize our employees' families may require additional flexibility as they juggle work and home.
Remote Work Program
We are working from home during the pandemic. Our leadership has conducted remote work surveys to assess employee needs and employees will be allowed to WFH through June 2021.
Family Medical Leave
Restricted work hours
While lunch meetings were a common thing when working in the office and enjoying free delivered lunch, during the pandemic, we have restricted the noon hour to being a meeting-free hour.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
DISCO offers pre-tax commuter benefits for employees where transit and parking are relevant costs.
Free Daily Meals
Austin employees get free lunch on Monday-Friday.
Stocked Kitchen
DISCO has a well-stocked kitchen including healthy snacks, sodas, coffee, cold brew, and Topo Chico.
Some Meals Provided
Austin employees get free lunch on Monday-Friday.
Parking
We offer employees free on-site garage parking.
Recreational Clubs
Seasonal sports/fitness groups like kickball, with yoga at the office year-round
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
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