Customer Support Team Lead

Themis Solutions Inc.; Toronto; Hybride; CAD 79 000 - 118 000; Plein temps

Avantages offerts par ce poste

Top-tier health benefits

Dental and vision insurance

Hybrid work environment

Flexible time off

Counseling benefit

RRSP matching

Résumé du poste

Clio is a global leader in legal AI technology, transforming the way legal professionals operate. The Team Leader of Customer Support will coach a high-energy, technically-focused team and partner with global leaders to deliver exceptional customer experiences.

You will drive operational excellence, build scalable processes, and mentor staff to realize product value for customers while aligning with company strategy and growth. The role is hybrid with in-office expectations in major cities.

Qualifications

• 5+ years of professional experience in a leadership or customer-facing role.
• Experience building and leading new teams and driving measurable results.
• Ability to coach, mentor and develop high-performing teams.

Responsabilités

• Coach and lead the Customer Support team to deliver world-class service.
• Collaborate with Support, Customer Success and Product to drive global alignment.
• Establish scalable processes, SLAs and performance targets.
• Provide actionable feedback and drive continuous improvement.

Connaissances

Team leadership

Operations

Customer support

Coaching & mentoring

Communication

Problem-solving

Formation

Bachelor's degree or equivalent

Outils

CRM software

Description du poste

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.

Compensation:

Competitive, equitable salary with top-tier health benefits, dental, and vision insurance

Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week.

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.

About the company

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.

About Clio

Clio is on a mission to transform the legal experience for all. Clio is the global leader in legal AI, building the platform that powers the future of legal work. With the scale, data, and ambition to redefine how the legal industry operates, we are advancing a comprehensive strategy that spans the full lifecycle of legal work—from knowledge and insight to execution and outcomes. At the center of this vision is the Intelligent Legal Work Platform, the legal industry’s first System of Action. By combining Clio’s core product suite with Clio Work and AI-native capabilities, the platform turns information into insight and insight into action. As we expand into the enterprise, Clio for Enterprise extends this foundation to support the complexity, scale, and operational rigor of global organizations through solutions like Clio Operate and Vincent by Clio. Backed by industry-leading data and intelligence, Clio is building the infrastructure that enables legal teams to operate with greater speed, confidence, and impact. Clio’s leadership and momentum have been recognized globally. In 2022, we achieved Centaur status, a milestone reached by fewer than 200 private SaaS companies worldwide. We are a proud honoree of the Forbes Cloud 100 and Fortune’s Future 50, have been named Innovator of the Year, and are a Platinum Club member of Canada’s Best Managed Companies. We are consistently recognized as one of Canada’s Top 100 Employers and a Top Employer for Young People, with our international offices also earning placements on Great Place to Work’s Best Workplaces lists. Headquartered in Vancouver, Canada, Clio has grown to more than 2,000 employees across offices in Toronto, Calgary, Dublin, Manchester, Sydney, Barcelona, and Bogotá—bringing together diverse perspectives to solve one of the world’s most complex and impactful professional challenges. Join Clio and help define the future of legal work through AI. Learn more at clio.com/careers.

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