Global AI-First Customer Support Leader

Clio; New York (NY); Hybrid; USD 261,000 - 485,000; Full time

Benefits offered by this job

Hybrid work environment

20 days off per year

Counseling benefit $2000 annually

RRSP matching

Clioversary recognition program

Job summary

Clio, a global leader in legal AI technology, seeks a Vice President of Global Customer Support to define and lead the multi-year strategy for serving customers worldwide. You will own end-to-end support for Clio's platform and Clio Work, leading a 150+ person global organization across five locations.

You will report to the SVP, Customer Success, and partner with Product, R&D, Revenue, and the executive team.

Qualifications

• 12+ years in customer support, service or CX leadership in B2B SaaS.
• Experience leading global teams of 150+ across multiple geographies.
• Proven track record deploying AI-enabled support at scale.
• Strong financial acumen with P&L responsibility.
• Ability to translate AI and operations concepts for executives and frontline staff.

Responsibilities

• Define and execute the multi-year global support strategy, operating model, and AI roadmap.
• Own the P&L for global support and balance cost to serve with growth.
• Lead a 150+ person organization across five locations with AI-native talent.
• Shape AI-first support architecture and select enterprise platforms.
• Drive cross-functional alignment with Product, R&D, Revenue and leadership.

Skills

Global leadership

P&L ownership

AI-enabled support

Executive presence

Multi geo management

SaaS operations

Job description

Clio, a global leader in legal AI technology, seeks a Vice President of Global Customer Support to define and lead the multi-year strategy for serving customers worldwide. You will own end-to-end support for Clio's platform and Clio Work, leading a 150+ person global organization across five locations.

You will report to the SVP, Customer Success, and partner with Product, R&D, Revenue, and the executive team.