Customer Support Manager

About company GC AI is currently an AI platform for in-house lawyers to 10x themselves. Using the latest LLMs, we are building AI agents that can use company knowledge, leverage external sources, and connect with internal tools to provide better and faster legal advice to the rest of the company. Thousands of weekly active users tell us they “cannot imagine their lives without GC AI” - which has led us to 95% retention and a NPS of 75. This is a once-in-a-generation opportunity to build for a $1T annual market. We have jaw-dropping product-market fit - growing our customer base from 0 to 500+ legal teams in a year and 3X ARR growth in the last 4 months. Join our Series A stage rocket ship backed by top investors like Sound Ventures, Fellows Fund, Guillermo Rauch and Worklife Ventures. GC AI is a small but mighty team of lawyers, engineers, sellers and doers. Here, you’ll have infinite room to grow and rethink how legal work gets done. Come build the future with us. About the role: As GC AI’s first Customer Support Manager , you’ll be building our support function from the ground up. This means more than just managing tickets — you’ll define the systems, processes, and culture that ensure every customer interaction reflects the speed, quality, and care we’re known for. You’ll serve as the voice of our customers, partnering closely with Product, Engineering, and Customer Success to turn issues into improvements and feedback into product innovation. Your impact will be immediate and long-lasting: you’ll create scalable workflows, own key support metrics, and help transform support into a strategic advantage that drives retention, expansion, and customer trust. This is a rare opportunity to take ownership of a mission-critical function at a Series A rocket ship, shaping how hundreds (soon thousands) of legal teams experience the future of legal AI. Why this role matters: Our customers are at the center of everything we do. As the Customer Support Manager, you will ensure every customer support interaction reflects the quality, responsiveness, and care that GC AI is known for. Manage and grow the support org as we scale, own SLAs, and turn support into a strategic advantage for retention & expansion. Be the connective tissue across Product, Eng, and CS to close the loop from issue → fix → customer comms. As our first Manager, Customer Support, you will: Be the voice of our customers, ensuring their needs shape product and process decisions. Build the systems and culture that turn support into a strategic advantage. Help transform customer feedback into improvements that make GC AI indispensable. What you'll do: Lead, mentor, and develop a small support team; define tiering (T1/T2/escalation), on-call, and a growth plan—while fostering a culture of customer-obsession and continuous improvement. Own, build and optimize support processes, workflows, and tools to handle increasing customer volume with speed and quality. Track and report on key support metrics (response times, CSAT, NPS) and implement improvements. Partner with Product and Engineering to escalate, triage, and resolve customer issues effectively. Collaborate with Customer Success to ensure seamless customer experiences across the lifecycle. Design and maintain a customer knowledge base, FAQs, and self-service resources. Drive a culture of “getting 1% better every day” through regular training, coaching, and feedback. Represent customer needs in cross-functional discussions, ensuring their voice informs decisions. Impact you'll have: Build the foundation of support at GC AI — defining the processes, tools, and culture that will scale from hundreds to thousands of customers. Turn support into a strategic advantage by ensuring every customer interaction reinforces trust, drives adoption, and strengthens retention. Be the voice of the customer — translating feedback into actionable insights that directly shape product and engineering decisions. Elevate customer experience by setting and owning SLAs, creating knowledge resources, and driving continuous improvements in CSAT and NPS. Lay the groundwork for team growth by mentoring, hiring, and building a high-performing support org as GC AI scales. Required Experience: 2+ years of experience managing a customer support team in a high-growth startup. Comfortable with stepping in as a player coach as we build team infrastructure and size. 4+ years of experience as a customer support specialist or equivalent role. Strong track record of building and scaling customer support processes. Excellent problem-solving, organizational, and communication skills. Deep customer-obsession, with a passion for delivering outstanding experiences. Ability to thrive in a fast-paced, high-growth environment and manage competing priorities. Demonstrated commitment to continuous improvement and operational excellence. Nice to have: Experience leveraging AI or automation tools to scale customer support operations. Familiarity with modern support platforms (e.g., Zendesk, Intercom, HelpScout) and analytics tools. Background supporting B2B SaaS customers, ideally in enterprise or regulated industries. Experience creating support content, training programs, and customer-facing knowledge resources. What we offer: Growth & Impact Shape the future of a rapidly growing startup Direct collaboration with founding team Real influence on company strategy and direction A voice that matters - your ideas will be heard and implemented Environment & Benefits Competitive salary, equity and healthcare We’re a hybrid company — many roles are remote-friendly, while some teams require meeting in person a couple of days a week in the Bay Area office. High-energy, joyful team environment Career Development Mentorship and learning opportunities Clear path for growth in an expanding company Exposure to cutting-edge technologies and practices Freedom to innovate and own crucial systems