Manager, Customer Support

GC AI is the fastest-growing and most trusted legal AI platform for in-house legal teams. We help lawyers draft, review, and analyze with precision and confidence. More than 1,000 companies use GC AI to move faster and work smarter across their legal teams, including 50+ public companies, 25+ unicorns, and brands such as News Corp, Miro, Snyk, Skims, Liquid Death, Vercel, Zscaler, and TIME Inc.

We've 10x'd revenue in 12 months, raised a $60 million Series B ($555 million valuation), and are growing faster than ever. We are backed by incredible investors, including Scale Venture Partners, Northzone, Sound Ventures, and Guillermo Rauch, CEO of Vercel. Come build the future of legal AI with us

About The Role
We are seeking a dynamic
Customer Support Manager
who thrives in a fast-paced startup environment and can wear two hats: first, as an individual contributor managing frontline ticketing, customer issues, and escalations; then, as the operator who builds and leads a scalable team.

You will be the bridge between our customers (in-house legal teams) and our product/engineering organization. You'll not only resolve today's issues, but build the processes and team that enable us to support thousands of users seamlessly tomorrow. At GC AI, we are customer-obsessed, and need someone who is as well.

Why You'll Love Working With Us

• You'll be part of a mission-driven company tackling one of the largest untapped enterprise markets: in-house legal.
• You'll join a lean, high-impact team where your footprint will be outsized and your growth accelerated.
• You'll work alongside lawyers, engineers, and operators all aligned on a bold vision: making legal work faster, better and more accessible.
• You'll have meaningful scope: this role will evolve from 1:1 contributor to team builder, and you'll define how we scale.
• We value ownership, curiosity, and execution: if you love solving problems, building things, and making things better, this is your playground.

Why This Role Matters
You'll be instrumental in
delivering a world-class experience
for our 1,100+ legal-team customers, ensuring they receive timely, accurate, and high-touch support.

• As we scale quickly, the operational foundation you help build - ticketing flow, escalation paths, onboarding flows, documentation, training processes - will determine our ability to maintain high customer satisfaction (95% retention) and NPS (75) while growing.
• You will help shape how GC AI becomes not just a product, but a support-enabled platform - critical when selling into legal departments with high demands and low tolerance for friction.
• You'll unlock levered growth: today you solve, tomorrow you empower a team to solve so much more.

What You'll Do

• Serve as the front-line point of contact for customer support and solutions: triaging, diagnosing, prioritizing, and resolving tickets for in-house legal teams.
• Work closely with legal-tech-savvy users: understand their workflows, pain-points, and how our platform integrates with internal tools (e.g., contract systems, document repositories, matter management).
• Escalate and coordinate issues with engineering, product, and legal operations as needed- act as the translator between technical teams and legal-user stakeholders.
• Create, refine, and own support and solutions processes: ticketing SLAs, knowledge base articles, onboarding checklists, training materials, user segmentation, and escalation frameworks.
• Collect, analyze, and report support metrics (e.g., ticket volumes, resolution times, customer satisfaction, root-cause trends) and use them to drive improvements.
• Over time: hire, onboard, train, and manage a high-performance support/solutions team, define roles, career ladders, KPIs, and ensure the operational model scales.
• Contribute to cross-functional projects: collaborate with product to identify user pain-points, feed back into roadmap; with marketing for onboarding campaigns; with sales for post-sales transition.
• Maintain a deep empathy for the legal user, anticipate change management needs, drive adoption of new features and integrations, and be a champion of user satisfaction in the organization.

Required Experience

• 4-6+ years of experience (startup environment preferred) in a high-growth B2B SaaS / legal-tech / enterprise-software company.
• Experience managing customer-facing support or solutions operations, ideally starting as an individual contributor and having scaled/operated a team.
• Strong track record in a fast-paced startup: comfortable with ambiguity, quickly evolving priorities, small-team resourcefulness.
• Excellent communication skills: able to translate between product/engineering and legal-business stakeholders (e.g., in-house counsel, legal ops).
• Demonstrated ability to build processes from scratch: ticketing flows, SLA frameworks, knowledge bases, metrics and reporting.
• Hands-on problem-solving: you are not afraid to roll up your sleeves and handle tickets yourself.
• Empathy for the user experience: you've supported demanding enterprise customers, especially in legal/regulated environments, and understand the importance of adoption and support quality.
• Strong analytical mindset: comfortable with metrics, dashboards, and using data to drive process improvement.

Nice To Have

• Previous experience in the legal tech, legal operations, or contract lifecycle management space (CLM, matter management systems, legal AI).
• Experience with enterprise integrations (e.g., with legal document systems, internal tools, APIs).
• Built out support/solutions strategy in a SaaS company.
• Familiarity with AI/LLM-powered products, or experience supporting technical products used by legal professionals.
• Prior hiring, onboarding, and people-management experience (even if informal).
• Experience working in a remote/hybrid environment and building remote-friendly support workflows.

Compensation
GC AI's compensation package includes a competitive base salary benchmarked against real-time market data, as well as equity for all full-time roles. We also offer exceptional benefits, as well as commission plans for applicable roles. Our US-based compensation range for this role is $110,000 – $135,000. Final offers may vary from the amount listed based on geography, candidate experience and expertise, and other factors.

GC AI is an equal opportunity employer that supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class. GC AI is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.