Job Description
Join Our Team at Litera: Where Legal Technology Meets Excellence
Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work.
As we transition to a hybrid working model, we are committed to fostering a flexible and dynamic work environment that balances the benefits of remote work with the advantages of in-person collaboration. Our offices are strategically located in Raleigh, NC; Chicago, IL and New York, NY, and we require employees to be present in the office at least two days a week. Therefore, candidates should reside within a reasonable commuting distance from one of these locations to facilitate seamless integration into our team and to participate actively in our collaborative initiatives.
As a Team Lead, Customer Care you will oversee our Customer Care support team. In this role, you will be instrumental in leading, coaching, and mentoring a team of Senior and Technical/Product Support Executives. Your primary goal will be to ensure the team operates efficiently, meets case demand, adheres to service level agreements (SLAs) and key performance indicators (KPIs), handles client escalations effectively, and contributes to the overall success of the Customer Care department. The ideal candidate will be a problem-solver with strong leadership skills and the ability to adapt to a fast-paced environment.
Responsibilities
Ensure proper staffing levels to meet customer needs and adjust priorities as necessary.
Monitor real-time case queues and inbound omni-channel traffic to manage workloads.
Maintain a streamlined case queue and prevent case cherry-picking.
Track performance using QA scorecards and provide feedback to direct reports.
Conduct regular check-ins with direct reports to monitor progress and rapport.
Serve as the primary point of contact for escalations from team members and customers.
Assist in creating and distributing training and enablement resources for the customer care staff.
Conduct weekly or bi-weekly one-on-one meetings with direct reports.
Manage performance reviews, improvement plans, and development strategies for the team.
Schedule and facilitate meetings to discuss team-specific topics and foster team spirit.
Review and provide reports on support metrics, ensuring the team meets performance standards.
Investigate and respond to customer satisfaction (CSAT) detractor comments.
Assist with workforce scheduling and monitor PTO and sick time.
Take ownership of case resolutions and backlog remediation when necessary.
About You
Post secondary degree preferred
3-7 years of experience in customer-facing support or software support roles.
Proven leadership abilities with successful team management experience.
Strong problem-solving skills and the ability to deconstruct issues logically.
Experience with shift and coverage management.
Excellent communication skills for liaising with clients, team members, and management.
Effective time management and the ability to handle multiple tasks simultaneously.
Basic understanding of using and supporting all MS Office applications is desirable.
Knowledge of Litera's products is a plus.
Experience with document management systems, such as iManage or Netdocuments, is preferred
Demonstrated ability to lead and champion company and team initiatives.
Must be adaptable to a rapidly changing environment and manage sensitive client interactions with patience and professionalism.
Why Join Litera?
The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment
Commitment to Employees: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact
Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.
Career Growth and Development: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles.
California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington residents is $55,000 to $70,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Litera offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements).
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
