EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Our products enable law firms to secure faster settlements, higher payouts, and better outcomes for victims injured through no fault of their own in vehicle collisions, accidents, natural disasters, and more.We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. EvenUp is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, SignalFire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact. Learn more at <a target="_blank" href="http://www.evenuplaw.com">www.evenuplaw.com</a>.The Senior Manager of Customer Support will build a world class customer support organization that delivers rapid and high quality responses to the diverse range of EvenUp users and customers.This role is a first line manager responsible for the full Support function and reporting directly to the VP of Customer Success.<h2>What you’ll do:</h2><ul><li>Run the business<ul><li>Manage support queues across two inbound channels (email, live-chat) and multiple product and operations verticals</li><li>Coordinate with cross functional dependencies in customer success, product, and engineering to fully resolve customer issues</li><li>Coordinate and execute root-cause studies to drive continuous improvement</li></ul></li><li>Manage the business to core KPIs<ul><li>Track key performance indicators for customer satisfaction and service levels (TTFR, TTR, CSAT)</li><li>Identify trends and quantify impact of product bug fixes and feature requests; partner with EPD for prioritization</li><li>Run monthly business review and process improvement cadence</li></ul></li><li>Build scalable case deflection infrastructure<ul><li>Build out and maintain comprehensive user help center</li><li>Launch and improve chatbot responses</li><li>Successfully deflect &gt;50% of cases via automated responses</li></ul></li><li>Manage outages and incidents<ul><li>Define incident playbooks and</li><li>Coordinate EvenUp staff across EPD and CS during outages</li><li>Work with CS leadership to draft and deliver customer incident comms</li></ul></li><li>Develop the team<ul><li>Define hiring plan, capacity model, and staffing schedules</li><li>Recruit amazing support talent</li><li>Lead, mentor, develop, and promote the team</li></ul></li></ul><h2>What we look for:</h2><ul><li>5+ years of people management experience in SAAS Customer Support function</li><li>1+ years of second-line management experience (manage people managers, not squad leads)</li><li>Experience designing and implementing customer support operations and automated workflows</li><li>Experience reporting on customer support KPIs and defining quarterly initiatives</li><li>Experience tuning support chatbots</li><li>Scrappy, willing to get involved in the details</li><li>Strong communication skills and the ability to collaborate with cross-functional teams.</li><li>Leadership skills with a track record of mentoring and developing high-performing teams.</li></ul><h2>Preferred Qualifications:</h2><ul><li>Experience with SFDC ServiceCloud</li></ul>Notice to Candidates:EvenUp has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team – please know that we have no affiliation or connection to these situations. We only post open roles on our career page (<a target="_blank" href="http://evenuplaw.com/careers">evenuplaw.com/careers</a>) or reputable job boards like our official <a target="_blank" href="https://www.linkedin.com/company/evenup/jobs/">LinkedIn</a> or <a target="_blank" href="https://www.indeed.com/cmp/Evenup">Indeed</a> pages, and all official EvenUp recruitment emails will come from the domains @evenuplaw.com, @evenup.ai, @ext-evenuplaw.com, no-reply@ashbyhq.com or no‑reply@canditech.io email addresses.To ensure fairness and proper consideration, we do not accept resumes or expressions of interest via email or social media messages. If you’re interested in a role, please submit your application directly through our <a target="_blank" href="https://www.evenuplaw.com/careers">careers page</a>.If you receive communication from someone you believe is impersonating EvenUp, please report it to us at talent-ops-team@evenuplaw.com. Examples of fraudulent domains include “careers-evenuplaw.com” and “careers-evenuplaws.com”.Benefits &amp; Perks:As part of our total rewards package, we offer attractive benefits and perks to our employees, including:<ul><li>Choice of medical, dental, and vision insurance plans for you and your family</li><li>Additional insurance coverage options for life, accident, or critical illness</li><li>Flexible paid time off, sick leave, short-term and long-term disability</li><li>10 US observed holidays, and Canadian statutory holidays by province</li><li>A home office stipend</li><li>401(k) for US-based employees and RRSP for Canada-based employees</li><li>Paid parental leave</li><li>A local in-person meet-up program</li><li>Hubs in San Francisco and Toronto</li></ul>Please note the above benefits &amp; perks are for full-time employeesEvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

EvenUp

Sr. Manager, Customer Support

EvenUp

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