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.