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Director, Customer Support

Hybrid (Boston, MA)

LinkSquares is the leading contract lifecycle management company in the legal industry, named a Leader in The Forrester Wave™: Contract Lifecycle Management (CLM). 

Businesses run on contracts—they drive revenue, manage obligations, enable financing, and support reporting activities. Our AI-powered CLM SaaS product suite delivers end-to-end solutions trusted by some of the world’s most respected organizations, including DraftKings, Wayfair, TIME, and the Boston Celtics. We are proud to support our customers in achieving their goals, and remain dedicated to delivering value and innovation to meet their needs.

We ranked #174 on Deloitte’s Fastest-Growing Companies in North America, named “Contract Management Solution Provider Of The Year” by LegalTech Breakthrough Awards, and were proudly featured at #707 on the 2024 Inc. 5000 list of America's fastest-growing private companies.

At LinkSquares, our AI-powered, end-to-end contract management and analytics platform takes the manual, time-consuming, tedious tasks out of the contracting process. With LinkSquares, legal, finance, HR, and procurement teams save time, cut costs, and improve business outcomes. We are a 200+ person company headquartered in downtown Boston.

As Director, Customer Support, you will play a key leadership role in ensuring our customers have exceptional experiences with our product. You will oversee and mentor a small but dedicated support team, managing day-to-day operations while driving improvements in process, efficiency, and customer satisfaction. You will work closely with cross-functional teams (Product, Engineering, Customer Success, Services, Sales) to ensure seamless customer interactions, product feedback loops, and overall operational excellence. This is a role for someone with a can-do attitude with a desire to learn and grow as they scale a best in class customer support function.

Responsibilities:

  • Lead, mentor, and manage a small team of customer support professionals, ensuring high levels of performance, engagement, and development.
  • Oversee the daily support operations, including ticket management, escalations, and team workload distribution.
  • Develop and refine support processes, ensuring the team can deliver prompt, empathetic, and effective resolutions.
  • Act as an escalation point for complex customer issues and collaborate with technical teams to drive resolution.
  • Establish key performance indicators (KPIs) to track team success, customer satisfaction, and overall service quality; use them to identify areas for improvement.
  • Collaborate with the Product and Engineering teams to provide customer feedback and help shape product roadmaps.
  • Continuously identify opportunities to optimize and automate support workflows for efficiency and scalability.
  • Maintain a deep understanding of our product and technology to offer guidance and training to the support team.
  • Report on team performance and customer satisfaction to senior leadership, providing actionable insights for improvement.
  • Develop and execute a global support strategy, ensuring comprehensive customer support coverage across multiple time zones and geographies.

Qualifications:

  • 7+ years of experience in customer support or a related field, with at least 3 years in a leadership role.
  • Proven ability to manage, motivate, and develop small teams in a SaaS or technology-focused environment.
  • Strong knowledge of customer support tools and ticketing systems (we use Zendesk).
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong organizational and time management abilities, with the ability to handle multiple priorities.
  • Previous experience scaling a support function in a fast-paced, high-growth company environment.
  • Customer-centric mindset with a passion for delivering exceptional service.
  • Analytical skills to track support trends and suggest areas for process improvement.
  • Familiarity with SaaS platforms and subscription-based business models.
  • Required to be in the office at least twice a week on Tuesday, Wednesday, and/or Thursday, unless approved otherwise.

About LinkSquares

Founded in 2015 with headquarters in Boston, we offer a comprehensive and competitive benefits package that includes medical, dental and vision plans for employees and their families, health and wellness programs, a 401(k) plan, unlimited vacation, paid parental leave and more. Learn more here: https://linksquares.com/careers/ 

For legal teams needing to move their business forward faster, LinkSquares provides a contracting platform for writing better contracts, analyzing what’s in existing contracts, and working better with their team. It differs from other tools on the market with its powerful AI insights, speed to providing tangible results, and ability to help the entire company collaborate better. LinkSquares saves companies hundreds of hours and thousands of dollars by eliminating manual contract processes and reducing the need for outside counsel. For more information, visit https://linksquares.com/.

LinkSquares is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. 

 

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