We are Relativity. A market-leading, global tech company that equips legal and compliance professionals with a powerful platform to organize data, discover the truth, and act on it. The US Department of Justice, 199 of the Am Law 200, and more than 329,000 enabled users trust Relativity during litigation, internal investigations, and compliance projects.
Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole, authentic self to our team.
We believe that great talent is not bound by geography and that what you do matters more than where you do it. Relativity has assumed a hybrid work strategy, allowing choice and flexibility for employees to work either from home, a physical Relativity office location (once safe to do so), or a combination of the two, within certain logistical boundaries. Submit your application to learn more from our recruiters or contact us for more details.
As a 2nd shift Manager, Customer Support (working approximately the hours of 3 pm - 12 am CST), you will be responsible for providing Technical, Policy, and Procedural guidance to team members working over your hours of operation. The Manager, Customer Support should have intimate knowledge on all support process and procedure.
Daily, the 2nd shift Support Manager is responsible for monitoring the team's ticket queues, ensuring that tickets are being scrubbed and assigned in a timely manner. The Support Manager is responsible for balancing the team's workload, reassigning tickets as needed due to DTO and scheduled trainings. The Support should be organized, attentive to details, and meet all department goals and metrics.
The Support Manager informs their Manager of issues regarding personnel, performance, customer perception, and project status. The Support Manager works closely with colleagues to ensure consistent, high quality service. The Support Manager is also responsible for the professional development of their reports and provide coaching to team members and feedback to other Support Managers.