Global VP, AI-First Customer Support

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

Benefits offered by this job

Hybrid work environment

20 days off per year

Counseling benefit

RRSP matching and RESP contribution

Clioversary recognition

Job summary

Clio, the global leader in legal AI technology, seeks a Vice President of Global Customer Support to define and lead a multi-year strategy for worldwide customer service. You will own P&L, shape an AI-first support model, and run a 150+ person organization across five locations, aligning with the executive team and board.

You will build scalable systems, set standards for world-class service, partner with Product and R&D, and drive growth through retention, CSAT, and differentiated support

Responsibilities

• Define and execute the multi-year global support strategy, including the operating model, service architecture, geographic footprint, and AI roadmap.
• Own the P&L for global support, making deliberate trade-offs between cost to serve, service quality, and growth contribution — and defending them at the executive and board level.
• Align with the C-suite on company-wide priorities, representing the voice of the customer at the highest level of the organization.
• Set the standard for what world-class service means at Clio and hold the broader company accountable to it.
• Lead, develop, and inspire a 150+ person global organization across five locations.
• Recruit and develop AI-native leaders with a lens on AI-fluent professionals.
• Build a culture of continuous improvement, psychological safety, and AI curiosity.
• Design the career architecture, competency frameworks, and enablement systems for a changing support organization.
• Own the strategy to evolve support into an AI-first model.
• Evaluate and drive enterprise adoption of AI support platforms and vendor relationships.
• Deploy AI voice and chat agents for complex workflows in legal.
• Build AI-assisted agent tooling to improve time to resolution.
• Establish accuracy, compliance, and quality standards for AI-delivered support.

Job description

Clio, the global leader in legal AI technology, seeks a Vice President of Global Customer Support to define and lead a multi-year strategy for worldwide customer service. You will own P&L, shape an AI-first support model, and run a 150+ person organization across five locations, aligning with the executive team and board.

You will build scalable systems, set standards for world-class service, partner with Product and R&D, and drive growth through retention, CSAT, and differentiated support