Hybrid SaaS Support Team Lead — Lead High-Impact Support

Clio; Toronto; Hybrid; CAD 79,000 - 118,000; Full time

Benefits offered by this job

Top-tier health benefits

Hybrid work environment

Flexible time off

Counseling benefit

RRSP matching

RESP contribution

Clioversary recognition program

Job summary

Clio is the global leader in legal AI technology seeking a Team Leader for our Customer Support department. You will coach and empower a technical, customer-facing team to deliver world-class support and improve customer health across our product stack.

You will collaborate with Product and Success teams to align initiatives, set SLAs, and scale processes while championing the customer experience in a hybrid work environment.

Qualifications

• 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.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• 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.

Skills

Leadership experience

Customer focus

Coaching

Problem solving

Education

University degree

Job description

Clio is the global leader in legal AI technology seeking a Team Leader for our Customer Support department. You will coach and empower a technical, customer-facing team to deliver world-class support and improve customer health across our product stack.

You will collaborate with Product and Success teams to align initiatives, set SLAs, and scale processes while championing the customer experience in a hybrid work environment.