Director of Client Support

About Syllo:

• Syllo is the first unified platform for end-to-end litigation AI, enabling legal teams to securely harness AI across any matter.
• We serve Fortune 500 and AmLaw 200 firms, have won ILTA and ALM awards, and are backed by top-tier VCs with rapid growth.

About the Role:

• This role leads Syllo's Client Support function, owning the quality, speed, and consistency of support delivery for AmLaw 200 and Fortune 500 clients.
• You will set the service standard, build the team and operational infrastructure, and ensure every client interaction reflects our commitment to excellence.

What You Will Do:

• Hire, develop, and manage Support Specialists; define performance standards and hold the team to them.
• Design triage, escalation, and handoff protocols; build knowledge base and self-service content to deflect tickets.
• Analyze ticket patterns to identify systemic issues, maintain accurate metrics, and drive continuous improvement.

What You Bring:

• Experience managing technical support teams in enterprise SaaS with accountability for SLA performance and customer satisfaction.
• Ability to build operational infrastructure including routing logic, escalation criteria, and resolution playbooks.
• Understanding of how support quality connects to retention and expansion, and cross-functional influence to surface systemic issues to Product and Engineering.