Product & Technical Support Lead

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Samster, Konkel & Safran Law Offices

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Samster, Konkel & Safran Law Offices is a Milwaukee-based law firm specializing in personal injury cases. With over 100 years of collective experience, the firm focuses on representing clients who have been injured due to another party's negligence. Their practice areas include car accidents, truck accidents, construction injuries, defective products, and more. They also handle civil rights cases, such as illegal searches and excessive force. Known for their commitment to client success, they offer personalized legal services and ensure that clients work directly with attorneys. The firm highlights their successful case results and provides free initial consultations to assess new cases.

📋 Description

• Run first-line support for inbound customer questions, issues, and requests • Triage incoming tickets, resolve issues, and escalate unresolved issues with sufficient context • Set and meet response and resolution targets and communicate timelines to customers • Design and implement ticket classification and severity taxonomies • Define triage and escalation paths, including urgent issue criteria • Build and maintain the help centre, including AI chatbot, articles, troubleshooting guides, FAQs, and onboarding material • Establish and improve support tooling and workflows as volume grows • Design a scalable digital-touch account management approach for basic-tier customers • Create onboarding sequences, in-app guidance, lifecycle messaging, and self-serve resources • Monitor engagement and health signals and flag risks or expansion opportunities to Customer Success • Conduct proactive reviews of platform alerts for accuracy, relevance, and noise • Investigate and resolve customer-reported alert issues, including missed alerts and false positives • Document alert-quality findings for product and engineering teams • Build and deliver monthly reporting on ticket themes, pain points, alert-quality trends, feature gaps, and documentation gaps • Turn support anecdotes into evidence and advocate for fixes • Escalate concerns and drive feedback and outcomes with customers

🎯 Requirements

• 2 to 4 years of experience in customer support, technical support, or support operations at a SaaS or technology company • Evidence of building support systems such as a help centre, ticket taxonomy, macro library, escalation process, or reporting cadence • Strong technical troubleshooting instincts • Comfort navigating software platforms, reproducing issues, reading logs or dashboards, and knowing when to escalate • Excellent written communication that is clear, warm, and concise under pressure • Comfort with ambiguity and a bias toward building structure where none exists • Experience with support and analytics tooling • Familiarity with HubSpot, Intercom, and Mixpanel, or ability to select/refine the ticketing stack • Located in Canada • Familiarity with emergency management, public safety, security operations, or a related field is nice to have • Experience mentoring or leading support staff, or interest in growing into it, is nice to have • Familiarity with support metrics such as first response time, resolution time, CSAT, and deflection rate is nice to have • Must attach a cover letter and thoughtfully answer the screening questions

🏖️ Benefits

• Competitive compensation • Free access to a health benefits package, including dental, extended health, vision care, and a health spending account • Opportunity to participate in the employee stock option plan • Performance-based variable structure based on deliverables • Clear path to leading a team as it grows • Work at the intersection of AI, public safety, and enterprise technology • Genuine ownership of building the support function • Additional opportunities for growth over time