Customer Ops/Support Manager

Customer Operations Manager – Jus Mundi Join Jus Mundi – To Power Global Justice 🚀⚖️ Founded in 2019 and recognized as a mission‑led company, Jus Mundi is pioneering legal technology to power global justice through artificial intelligence. 🌍 Headquartered in Paris, with additional offices in New York, London, and Singapore, Jus Mundi serves over 150,000 users, including top law firms, multinational corporations, government bodies, and academic institutions in more than 90 countries. By combining legal expertise with cutting‑edge AI technology, we provide global legal intelligence, data‑driven arbitration professional selection, and business development services. What Makes Jus Mundi The Place To Be 🌟 🧬 Our Values: Friendly, Committed, Explorative, and Excelsior – a dynamic environment that encourages collaboration, innovation, and continuous growth. 🚀 Legal Is the Next Frontier for GenAI – building transformative AI for maximum impact. 🌐 Proven Product Market Fit – partnering with top‑tier law firms, government bodies, and major corporations worldwide. 💸 Strategic Investment – raised over $20 million in Series B funding from prominent investors. 🤖 Legal Meets Tech – engineers and former lawyers collaborate with large language models to pioneer the future of generative AI. 🌟 Exceptional Team – professionals from industry leaders such as Google and Amazon. Job Description About the Role Jus Mundi is looking for a proactive and highly organized Care Ops Manager to join our team. As a Care Ops Manager, you will play a pivotal role at the intersection of customer support and revenue operations, ensuring our users have a seamless experience while scaling and optimizing the processes behind our Care team. The Team Our Care Team is the first line of contact for our global customers and a key operational backbone for our Customer Success and Sales teams. We collaborate closely with Customer Success, Sales, and Product teams to ensure that client requests are handled quickly, efficiently, and with care. Your Mission at Jus Mundi Manage and scale day‑to‑day customer support operations, ensuring fast, effective, and empathetic responses to client inquiries via Intercom and other channels. Lead and mentor a small, globally distributed support team (recruitment, onboarding, training, performance tracking). Own our Care Ops tools and processes: optimize them for speed, quality, and scalability, introducing automation and AI‑driven improvements where possible. Collaborate with Sales and Customer Success teams to ensure smooth handovers, clear communication, and alignment on client needs. Monitor and report on key KPIs (response time, satisfaction, issue resolution), proactively identifying areas for improvement. Take a hands‑on approach to support: around 50 % of your time will be dedicated to direct client interactions and troubleshooting. Be the “process police”: ensuring that procedures are followed, issues are escalated correctly, and standards are maintained. Preferred Experience and Skills 5+ years of experience in Customer Support, Operations, or Customer Success roles, ideally in a B2B SaaS or tech environment. Proven experience managing support operations and leading small teams across different time zones. Deep familiarity with Intercom (or similar support platforms) and comfort with optimizing tool stacks and workflows. Strong process‑oriented mindset: highly structured, detail‑oriented, and capable of building and enforcing clear operational processes. Experience with automation, tools integration, or AI‑driven support initiatives is a strong plus. Excellent communication skills: able to empathize with clients and collaborate effectively with internal teams (Sales, CS, Product). Comfortable handling manual tasks and operational challenges with speed and precision. Analytical and KPI‑driven approach, with experience tracking and reporting performance metrics. Familiarity with Salesforce is a plus. Fluency in 2 languages, English and one other. Recruitment Process Screening Call – 30 minutes with Laurine, Talent Manager Hiring Manager interview – 45 minutes/1 hour with Luciana, VP of Revenues & Care Case Study Interview Team Fit Interview – 45 minutes with different team members Last quick call – 30 minutes with Anna, VP of People Please note that, due to the nature of the sector we operate in, the final steps of our recruitment process include reference calls and a background check. Benefits 💻 Hybrid working organization – remote and on‑site work (2 days). 🏖 5 weeks of vacation each year, with flexible take‑up. 🩺 100 % coverage of private health insurance for yourself and your children. 🍴 60 % company‑funded restaurant vouchers (Swile). 😍 Company‑wide summits (JM Fest) to connect and inspire. 🤸♂️ Co‑financed ClassPass membership for a variety of fitness and wellness activities. 🌍 Flexibility to work from anywhere in the world for up to 8 weeks per year. ✈️ Relocation assistance to ease transition to France. 📚 Ongoing training support to expand skills and knowledge. 💙 Commitment to building a warm, inclusive, and diverse environment. Additional Information Contract Type: Full‑Time Location: Paris Experience: > 5 years Possible partial remote Diversity & Inclusion At Jus Mundi, we believe that diversity, equity, and inclusion are key to our success. Confidence can sometimes hold us back from applying for a job, but we’ll let you in on a secret: there’s no such thing as a “perfect” candidate. We celebrate diverse backgrounds, experiences, and identities, and we encourage you to apply regardless of how you identify. Whether you’re early in your career or a seasoned professional, your unique perspective and skills are what matter most. Join us in building a workplace where everyone feels valued, empowered, and excited to contribute their best work every day. #J-18808-Ljbffr