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NetDocuments is seeking a Senior Manager of Customer Support to lead global Frontline Support teams, ensuring service excellence and operational improvement. The ideal candidate should have over four years of experience in leading customer support teams and possess strong strategic and operational leadership skills.
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Job Summary
NetDocuments is the world's #1 trusted cloud-based content management platform helping legal professionals do their best work.
The Senior Manager will own the customer experience across global Frontline teams, setting strategy for CSAT, productivity, and resolution time SLAs.
The role champions cross-functional collaboration with Product and Engineering to advocate for customers and drive systemic issue resolution.
Matching Summary
Match Score: 75
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NetDocuments is seeking a Senior Manager of Customer Support to lead global Frontline Support teams, ensuring service excellence and operational improvement. The ideal candidate should have over four years of experience in leading customer support teams and possess strong strategic and operational leadership skills.
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Skills & Requirements
Must-have
4+ years leading Customer Support teams
Global Frontline Support team management
CSAT and SLA performance management
Cross-functional collaboration with Product Engineering
AI-powered operational improvements
Nice-to-have
Experience in follow-the-sun support models
Strategic workforce planning skills
Culture of continuous learning and innovation
Executive-level stakeholder engagement
Data-driven decision making capabilities
Key Requirements
Bachelor's degree or equivalent experience
4+ years leading Customer Support teams
Demonstrated experience managing individual contributors and Team Leads