Customer Support Manager

Job Description: Customer Support Manager Location: Remote Reports To: VP of Operations, BEC Legal Systems Travel: Estimated 5-10%: periodic visits to the Cincinnati office, occasional client sites, and industry conferences (e.g., ILTACON) About BEC Legal Systems BEC Legal Systems has served the legal community for decades, evolving from its roots in Cincinnati, Ohio into a trusted provider of enterprise software for law firms and corporate legal departments nationwide. Our BEC CoreRelate Framework - including MatterLink, Docket Enterprise, LegalBar, and Assemble-It - helps legal teams manage attorney calendars, track matters, and automate document creation directly within the Microsoft Office environment they already rely on. Our clients stay with us because our team knows their firms, their workflows, and their deadlines. As we modernize our support organization - new tooling, a real knowledge base, and AI woven into how the work gets done - we are hiring a leader to own that function and make responsiveness a competitive advantage. About the Role As Customer Support Manager, you will lead BEC's Support team and own the client experience from the moment a request arrives through to resolution. You may come to this from software support, or have experience working as a docket manager or specialist, paralegal, legal assistant, or legal technology coordinator who lived in systems like ours. You will define how we classify, prioritize, escalate, and measure support work - while carrying a queue yourself. This is deliberately a hands-on leadership role, roughly half player and

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