Client Support Manager at DISCO

| Austin
Sorry, this job was removed at 12:39 p.m. (CST) on Friday, October 16, 2020
Find out who's hiring in Austin.
See all Operations jobs in Austin
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

DISCO’s growing professional services team is seeking a client-focused manager for our technical support team. The DISCO platform provides attorneys and other legal professionals with a cloud-based database to deliver legal services. A strong technical background in ediscovery in combination with a passion for client services is required for successful candidates. In this role, you will hire, manage, support, and coach a team of technical support associates who provide the first tier of technical assistance to DISCO’s clients. You should have a passion for client service, enjoy leading a team, and an aptitude to quickly learn new software. Your team will troubleshoot technical issues, collaborate with tier 2 and tier 3 technical teams on complex problems, and work in conjunction with other professional services teams to deliver an excellent client experience to users in our software. Finally, you and your team will provide critical technical input to the Engineering team to diagnose and address platform issues and prioritize enhancements to the product. 

Your Impact
  • This is an opportunity to join a growing technical support team focused on delivering exceptional client experience to users of our software products. 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. 
  • DISCO’s client service and professional services groups will be expanding and evolving in the next 1-2 years, with the addition of other client service focused teams. This 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.
What You'll Do
  • Provide day-to-day management and oversight of the tier 1 technical support team through ensuring high quality engagements with clients through timely, accurate, and client-friendly responses to incoming tickets, calls and chats 
  • 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 address 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
  • Provide feedback, coaching, and development to your team around communication skills, technical topics, product features, and other areas relevant to delivery of client support
  • Manage the team schedule for proper coverage, conduct regular 1:1s with each team member, manage and develop departmental documentation, and support all administrative needs for the group
  • Work in partnership with tier 2 or engineering teams to monitor technical bugs or outages and relay provided information back to clients in a timely manner
  • 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
  • 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
  • 2+ years experience in managing a team of 6 or more
  • 3+ years of experience in the ediscovery industry
  • Experience working in or supporting ediscovery platforms such as DISCO, Relativity, Everlaw, Logikull, Recommind or Catalyst
  • 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 
  • Have experience in a technical support role at a technology company or in a client service role at a legal or ediscovery company 
  • Strong interest in technology with excellent problem-solving skills, with an initiative to learn new software, research technical topics, and craft creative solutions
  • Ability to communicate effectively to both technical and non-technical individuals, both in written and verbal formats
  • Strong attention to detail and organization skills
  • Ability to empathize with and advocate for our clients
  • Ability to quickly learn new concepts and teach others
  • Process oriented with ability to design, implement and lead changes to increase quality and efficiency of customer interactions
  • A positive stakeholder working with other teams and leaders towards the same goal of positive customer satisfaction 
Even Better If You Have...
  • Experience with Salesforce, Jira, Talkdesk
  • Experience leading a technical support, user support, or other kind of client support team 
  • BA or BS in technology, business or similar fields; or significant legal or ediscovery experience in lieu of degree
  • Experience creating technical documentation
Why Technical Support at 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 2012, 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 has raised more than $135 million in venture capital and is using this investment to apply our unique combination of world-class engineering and deep legal expertise to build products that will transform the practice of law. We have an office in London and continue to expand our presence outside the United States.

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)
  • 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
  • Free catered lunches every day, as well as free snacks and beverages 

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.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

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

Location

We're located in Westlake, off loop 360. Our office is near rolling hills and we have a great office balcony where we can work and enjoy the view.

An Insider's view of DISCO

What are some social events your company does?

I'm part of an employee group called the DISCO Ambassadors. We represent employees’ voices, interests, and opinions and help them connect, especially as we are growing quickly. We have happy hours, executive Q&As, yoga classes, sports teams, and are working on more to encourage cross-functional collaboration and drive our company culture.

Zach

Manager, Sales Development

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

I put real effort into staying close to my team. When I joined DISCO, I scheduled meetings with each team member and I meet with each new hire class. They know I have an open door policy and will support their growth at DISCO. I do weekly standups to share recognition and updates, as well as hold quarterly focus groups to gauge how we are doing.

Tim

VP, Lead Generation and Inside Sales

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 into the office energized by the challenge of solving hard problems. They love what they do in our open and collaborative space where they make amazing software.

Ariel

Engineering Office Manager

What are DISCO Perks + Benefits

DISCO Benefits Overview

DISCO knows its employees and their embrace of the inventor's spirit is 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. It's driven by our employees and supported by our leadership. We donate time, money, and technology to local charities.
Partners with Nonprofits
DISCO Cares works with Explore Austin on mentors and needed equipment. We also partner with the Capital Area Food Bank, the Salvation Army, and others in our local communities.
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
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
Life insurance is equal to 1 times an employee's annual salary.
Pet Insurance
Onsite Gym
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
Flexible Work Schedule
DISCO provides employees with a work schedule that includes flexible start and end times.
Remote Work Program
Our remote work program includes full-time work from home for positions like our Regional Sales Executives and work remotely on occasion as needed.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Generous PTO
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
Acme Co. hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
More Jobs at DISCO13 open jobs
All Jobs
Data + Analytics
Dev + Engineer
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Sales
new
Remote
Product
new
Austin
Marketing
new
Austin
Operations
new
Austin
Operations
new
Austin
Data + Analytics
new
Austin
Developer
new
Austin
Project Mgmt
new
Austin
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView DISCO's full profileSee more DISCO jobs