Manager, Customer Support (Evening Shift)

Remote United States /
Customer Success – Customer Support-AJ /
We are Relativity. A market-leading, global tech company that equips legal and compliance professionals with a powerful platform to organize data, discover the truth, and act on it.  The US Department of Justice, 199 of the Am Law 200, and more than 329,000 enabled users trust Relativity during litigation, internal investigations, and compliance projects.
Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole, authentic self to our team.
We believe that great talent is not bound by geography and that what you do matters more than where you do it. Relativity has assumed a hybrid work strategy, allowing choice and flexibility for employees to work either from home, a physical Relativity office location (once safe to do so), or a combination of the two, within certain logistical boundaries. Submit your application to learn more from our recruiters or contact us for more details.

Role Summary
As a 2nd shift Manager, Customer Support (working approximately the hours of 3 pm - 12 am CST), you will be responsible for providing Technical, Policy, and Procedural guidance to team members working over your hours of operation.  The Manager, Customer Support should have intimate knowledge on all support process and procedure.  Daily, the 2nd shift Support Manager is responsible for monitoring the team’s ticket queues, ensuring that tickets are being scrubbed and assigned in a timely manner.  The Support Manager is responsible for balancing the team’s workload, reassigning tickets as needed due to DTO and scheduled trainings.  The Support should be organized, attentive to details, and meet all department goals and metrics.  The Support Manager informs their Manager of issues regarding personnel, performance, customer perception, and project status.  The Support Manager works closely with colleagues to ensure consistent, high quality service.  The Support Manager is also responsible for the professional development of their reports and provide coaching to team members and feedback to other Support Managers.

Role Responsibilities

    • Oversee team as they provide complex responsive support to customers and complete all daily tasks and projects as requested, on-time, and with attention to detail and quality
    • Work closely and collaboratively with resources across different regions to effectively manage the support operation
    • Proactively monitor assigned open tickets, contact customers, and update tickets on a timely basis
    • Proactively monitor staff phone availability and make dynamic changes to schedules to continuously meet service level objectives
    • Manage toward Customer Support KPI’s
    • Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing customer incidents and requests; attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
    • Provide excellent customer service using the communication methods designated by Relativity
    • Provide direction and apply company policies to broader team(s) or sub-department
    • Translate business objectives and determines how to use resources to meet schedules and goals
    • Manage issues of diverse and ambiguous scope which require evaluation of a variety of factors and current business trends
    • Coach and develop employees to expand upon their technical and Relativity related skill sets
    • Develop and administer schedules and performance requirements
    • Demonstrate Relativity Management Competencies (Embodies Personal Learning, Builds High-Performing Teams, Aligns Goals with Strategy, Makes Effective Decisions) in daily work, and seeks opportunities to apply and enhance management skills to create sustainable success for Relativity
    • Minimal On-call shifts are required

Preferred Qualifications

    • Years of Experience (Preferred)
    • 5-7 years of support leadership experience

    • Other Preferred Qualifications
    •  Customer-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 very technical, customer facing teams
    • 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

Minimum Qualifications

    • Minimum Education Requirements
    •  Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience (see experience requirement)

    • Minimum Years of Experience
    • 2-4 years of management experience in a support environment

    • RCA Certification Required

Expectations of People Leader

    • Role Model Core Values
    • Demonstrates and reinforces Relativity’s Core Values in action.
    • Seeks and is open to feedback and makes changes to improve.

    • Align Vision, Strategy, and Individual Expectations
    • Communicates what is expected of me and how my work contributes to Relativity’s vision and strategic priorities.
    • Invites my input and communicates with me when decisions impact my work.

    • Recruit and Develop High Performing Teams
    • Promotes our employment brand and brings in top talent to strengthen Relativity’s performance and culture.
    • Promotes our employment brand and brings in top talent to strengthen Relativity’s performance and culture.
    • Engages me in monthly performance coaching conversations about my contributions, career development plan, and two-way actionable feedback.

    • Empower the Team to Deliver Results
    • Holds the team accountable for results.
    • Gives me the autonomy to deliver what I’m accountable for and provides expertise/direction/coaching to help improve my performance.

    • Enable Collaboration and Change
    • Reinforces a collaborative environment within my team and across departments.
    • Guides our team through organizational changes by keeping us informed and focused.

Travel Requirements

    • Availability to travel 10% of the time as needed for customer and company engagements

The information contained in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Other duties and responsibilities may be assigned.

At Relativity, we live our core values and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service, and we’re always looking for people to join us on the journey.  
Relativity is a team of smart, passionate people always looking to grow, contribute, and make our product and customer service the best it can be. Our team members come from diverse backgrounds 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 how you identify. 
So, please come as you are. We can’t wait to meet you. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.