Role Description Lead the support function that sets the service standard for enterprise legal AI. This role owns Syllo's Client Support function, the team of Support Specialists who serve as the first point of contact for attorneys, paralegals, and legal ops professionals at AmLaw 200 firms and Fortune 500 legal departments. You own the quality, speed, and consistency of support delivery across the client base, setting the service standard, building the team and operational infrastructure to sustain it, and ensuring every client interaction reflects Syllo's commitment to its clients. We are looking for a leader who has managed technical support teams in an enterprise SaaS environment, understands the expectations of legal professionals, and builds the operational discipline to deliver at scale. What you will do - Lead the Support team: - Hire, develop, and manage Support Specialists. - Define the performance standards and hold the team to them. - Define service standards: - Establish and maintain SLA targets for response time, resolution time, and customer satisfaction. - Make them visible and report against them consistently. - Become a product expert: - Develop deep expertise in the Syllo platform and serve as a product knowledge resource for the Support team. - Contribute to training, escalation decisions, and help content quality. - Build escalation infrastructure: - Design the triage, escalation, and handoff protocols that route issues to the right resource at the right time. - Avoid requiring a manager decision on every ticket. - Develop self-service capability: - Build and maintain the knowledge base, help documentation, and in-product guidance that allow clients to resolve common issues independently. - Scale for global coverage: - Design the staffing and shift structure that extends support coverage toward a 24/7 follow-the-sun model without sacrificing quality. - Drive retention and expansion: - Deliver a client experience that builds confidence in the platform and the team behind it. - Focus on how support quality contributes to retention and expansion. - Identify systemic issues: - Analyze ticket patterns to distinguish individual incidents from systemic platform or process problems. - Surface the latter to Product and Engineering with specificity and follow-through. - Report on what matters: - Maintain accurate support metrics, including volume, resolution rate, escalation rate, and CSAT. - Use them to drive continuous improvement. Qualifications - 5+ years in customer support, with 2+ years managing a technical support team at a B2B SaaS company. - Demonstrated experience building support operations from an early stage, including SLA frameworks, escalation protocols, and knowledge base infrastructure. - High aptitude for learning new software tools and enthusiasm for AI-powered products, with a commitment to developing and maintaining deep platform expertise. - Proficiency with support platforms such as Zendesk, Intercom, or HubSpot Service Hub. - Understanding of how support functions as a revenue driver, with experience partnering with CS and Sales to support client health and surface expansion signals. - Experience supporting enterprise customers in legal, compliance, or regulated-industry environments is a plus. - Bachelor's degree required. Benefits - Competitive base salary + equity options. - Medical, dental, vision, and voluntary insurance options. - Vacation, sick leave, and paid holidays. - Access to benefit counselors and fitness class reimbursements. - Annual learning and development budget and real career growth in a fast-scaling organization. Equal opportunity employer We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide a fair and accessible hiring process. If you require accommodations during the application or interview stage, please let us know. United States - Remote Pay Range: $170,000 — $190,000 USD

• Troubleshoot hardware, software, and other IT solutions • Provide assistance to other technical teams and follow security best practices • Design, develop, and/or update and implement team standards, processes, and documentation • Monitor, correct, and report observed infractions of security policies and procedures

• Lead multiple IT projects and workstreams from initiation through execution and deployment • Develop and maintain project plans, schedules, resource allocations, budgets, and delivery roadmaps • Coordinate activities across business, technology, and external vendor teams to ensure successful project execution • Manage dependencies, priorities, and timelines while aligning project outcomes with business goals • Facilitate Agile delivery practices, including sprint planning, backlog management, daily standups, reviews, and retrospectives • Partner with Product Owners, development teams, and stakeholders to remove impediments and maintain delivery momentum • Promote continuous improvement and Agile best practices across project teams • Serve as the primary point of contact for project communications • Provide regular status updates to project sponsors, leadership teams, and stakeholders • Develop executive-level presentations and reporting materials that drive alignment and decision-making • Establish and maintain effective governance structures to support project success • Build strong relationships with third-party vendors, implementation partners, and service providers • Monitor vendor deliverables, timelines, risks, and contractual commitments; escalate issues as needed • Identify, assess, and mitigate project risks and issues • Manage project budgets, forecasts, and resource allocation plans • Monitor project performance through key metrics and reporting mechanisms • Ensure appropriate escalation and resolution of challenges impacting scope, schedule, cost, or quality

• Provide first-line technical support for hardware, software, and network-related issues • Quickly respond to support requests via ticketing system, email, chat, or phone • Troubleshoot and resolve common IT issues (PCs, laptops, printers, applications, connectivity, etc.) • Escalate complex issues to appropriate teams when necessary • Document issues, resolutions, and procedures clearly and accurately • Assist with user account setup, access management, and basic system administration • Ensure timely and professional communication with end users • Follow IT policies, security standards, and best practices**