[Hiring] Customer Support Manager @Relativity

Role Description

As a Product Support Manager, you will be responsible for providing Technical, Policy, and Procedure guidance to your teams. The Product Support Manager should have intimate knowledge on all Product Support processes and procedures. On a daily basis, the Product Support Manager will be responsible for:

• Monitoring the specific team’s ticket queues.
• Ensuring that tickets are being scrubbed and assigned in a timely manner.
• Balancing the team’s workload and reassigning tickets as needed due to PTO (Personal Time Off) and scheduled trainings.

The Support Manager should be organized, attentive to details, and meet all department goals and metrics. The Product Support Manager informs their Manager of issues regarding:

• Personnel
• Performance
• Client perception
• Project status

They work closely with Global teams to ensure consistent, high-quality service and are responsible for the professional development of their reports.

This role requires a high degree of schedule flexibility to ensure strong collaboration and leadership alignment with US-based counterparts. The majority of the working week (approximately 80%) will provide meaningful overlap with US business hours.

Working hours may vary depending on business needs, team coverage requirements, and cross-regional priorities.

Qualifications

• Client-focused and ability to understand expectations
• Professional written and verbal communication skills
• Ability to manage multiple tasks and projects with ease
• Experience leading or managing a team at a call center or help desk
• Experience with ITIL standards and best practices
• Experience with Relativity is a plus, but not necessary
• eDiscovery/eDisclosure knowledge and industry experience is a plus, but not necessary
• ITIL Foundations certification is a plus, but not necessary

Requirements

• At least three years effectively leading a team or department

Benefits

• Comprehensive health, dental, and vision plans
• Parental leave for primary and secondary caregivers
• Flexible work arrangements
• Two, week-long company breaks per year
• Additional time off
• Long-term incentive program
• Training investment program

Company Description

Relativity is a diverse workplace with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless of how you identify.

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives. The expected salary range for this role is between 188,000 and 282,000 PLN.

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity.

Required Skills

• Budget Management
• Coaching
• Communication
• Customer Service
• Customer Support
• Mentorship
• Stakeholder Management
• Team Leadership
• Technical Support
• Training and Development