Customer Support Team Lead (Premium Support)

Summary:

As the Team Leader for Premium Customer Support, you will combine a passion for developing and leading teams, solving complex business problems, and ensuring delivery of world class customer support for our largest customers. Working closely with senior leaders in Customer Support and Success, as well as cross functional leaders, you will improve the customer experience at Clio by defining our Support strategy for our largest customers. As the first leader of this new team, you’ll build the team while driving customer obsession by helping our clients unlock the most value from our products and services. You should have a strong interest in (1) building high performing teams; (2) driving operational best practices; (3) enabling customer product usage and feature adoption; and (4) providing a world class experience for our customers.

What your team does:

The leader of Premium Customer Support is the frontline leader of the company’s most technically capable Support agents, dealing with our most sophisticated users and our most complex use cases. 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:

• Partnering with cross functional leaders to define our Premium Support Strategy and improve the customer experience for this cohort of customers

• 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

• Evaluating, embracing, and implementing new breakthrough technologies designed to deliver a customer experience that significantly outpaces the competition

• Driving innovation and owning initiatives around department-wide improvements

• Designing and implementing global and 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 technical, customer facing role

• Prior leadership experience - including building and leading new teams

• Demonstrated ability to achieve measurable and aligned results 

• University degree

• Growth mindset when it comes to process improvement and new technologies, especially AI

Preferred Requirements:

• STEM degree and experience with AI, APIs, SQL, Python, etc.

• 1-3 years at a consulting firm and/or relevant operational 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

Our Team

We are an award-winning team that is both human and high performing–and are setting new standards for what it means to be a tech company. Clio has been recognized as one of Canada’s Best Managed Companies, Most Admired Cultures and has topped Fast Company’s list of Most Innovative Companies.

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion and believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation.

At Clio, we pride ourselves in enabling our teams to do the best work of their careers and are committed to providing the tools and infrastructure needed, wherever you choose to log in from. Learn more about our culture and benefits at clio.com/careers

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 (Vancouver, Calgary, Toronto, and Dublin) to be in office minimum 2 days per week on our Anchor Days. 

• 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 full salary range* for this role is $76,000 to $95,000 to $114,000 CAD.Please note salary bands may differ based on location and local currency. Additionally, benefit offerings may differ depending on the employee's location.

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

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