Customer Support Team Lead

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

The Team Leader of our Customer Support department, provides front-line leadership for our Customer Support team, leading a team of customer facing support reps. In this role, you will combine a passion for developing and leading teams, solving complex business problems, and ensuring delivery of world class customer support for our customers. Working closely with local and global leaders in Support, Customer Success, and across the business, you will champion the customer experience and help our clients realize value from our products and services.

You should have a strong interest in (1) building high performing teams; (2) driving operational best practices and global alignment; (3) enabling customer product usage and feature adoption; and, (4) providing a world class experience for our customers.

What your team does:

You will serve as a coach to our Customer Support team. The team is technical, high energy, and results-oriented. Our number one goal is to provide an effortless customer experience (high-quality answers to our customers’ questions) and we are also focused on improving customer health. Our culture is built on empowerment and accountability. This team serves as an incubator for high-performing customer-facing talent for our rapidly growing business and you will foster a culture of high performance and continuous improvement, where customer success comes first and we win as a team.

What you'll work on:

• Managing a team of Customer Support Specialists
• Working with the Support leadership team to develop and refine our Global Support Strategy
• Building and managing our high performing, customer-facing technical team
• Providing coaching and mentorship to guide career development. Accurately evaluate performance of team members and provide direct and actionable feedback.
• Establishing and enabling the team to meet differentiated SLAs and performance targets
• Driving innovation and owning initiatives around department-wide improvements
• Designing and implementing scalable operational processes that increase efficiency and create fans using our products and their features
• Serving as an escalation point for critical customer issues
• Maintaining an expert knowledge of our products, their functionality, and value propositions
• Collaborating with the Product team, bringing unique insights on real-world customer needs to shape Product roadmaps
• Communicating team impact and results to key partners and advocating for the team within Clio and to customers

What you may have:

• 5+ years of professional experience
• 3-5 years experience in an operations or a technical, customer facing role
• Prior leadership experience - including building and leading new teams
• Demonstrated ability to achieve measurable and aligned results
• University degree

Preferred Requirements:

• Bachelor's degree or equivalent practical experience.
• Desire to work proactively across multiple projects in a positive, high energy environment
• Excellent problem-solving skills with a history of driving impact within an organization
• Excellent interpersonal skills and the ability to inspire and lead others
• Detail-orientation with an ability to prioritize and meet bold goals
• Demonstrated track record of solving customer problems
• Flexibility to deal with client and internal challenges as they arise and the ability to develop and implement strategies to overcome these challenges
• Record of recruiting and hiring exceptional candidates
• Experience communicating team’s value-add for recruiting and sales discussions
• Experience in SaaS and/or familiarity with the legal industry

This role is a backfill for an existing position.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions to be in office minimum twice per week. (Find your Hub)
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range for this role is $78,700 to $118,100 CAD. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.