Customer Support Team Lead

• 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
• 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
• 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

Benefits

• Specialized learning and development programs and access to an in-house performance coach
• Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
• Access to pay transparency on all of our global roles
• Company equity for applicable employees
• RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
• Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
• Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
• Parental leave options for birthing and non-birthing parents
• A $500 contribution to your child’s RESP
• Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
• Virtual and In-person Wellness Programs to support mental and physical health
• Paid time for volunteering through our Clio Gives program
• $2000 annual counseling benefit for CAD Clions

• Demonstrated ability to achieve measurable and aligned results
• 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
• University degree
• Bachelor’s degree or equivalent practical experience
• Excellent problem-solving skills with a history of driving impact within an organization
• Desire to work proactively across multiple projects in a positive, high energy environment
• 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

• End Date: November 3, 2026