Who you are

• You should have a strong interest in (1) building high performing teams; (2) driving operational best practices; (3) enabling customer product usage and feature adoption; and (4) providing a world class experience for our customers
• 5+ years of professional experience
• 3-5 years experience in an operations or technical, customer facing role
• Prior leadership experience - including building and leading new teams
• Demonstrated ability to achieve measurable and aligned results
• University degree
• Growth mindset when it comes to process improvement and new technologies, especially AI
• STEM degree and experience with AI, APIs, SQL, Python, etc
• 1-3 years at a consulting firm and/or relevant operational 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

What the job involves

• As the Team Leader for Premium Customer Support, you will combine a passion for developing and leading teams, solving complex business problems, and ensuring delivery of world class customer support for our largest customers
• Working closely with senior leaders in Customer Support and Success, as well as cross functional leaders, you will improve the customer experience at Clio by defining our Support strategy for our largest customers
• As the first leader of this new team, you’ll build the team while driving customer obsession by helping our clients unlock the most value from our products and services
• The leader of Premium Customer Support is the frontline leader of the company’s most technically capable Support agents, dealing with our most sophisticated users and our most complex use cases
• 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
• Partnering with cross functional leaders to define our Premium Support Strategy and improve the customer experience for this cohort of customers
• 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
• Evaluating, embracing, and implementing new breakthrough technologies designed to deliver a customer experience that significantly outpaces the competition
• Driving innovation and owning initiatives around department-wide improvements
• Designing and implementing global and 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

• Company equity
• 401k
• $500 contribution when you become a parent and/or guardian
• RRSP-matching
• Pension plans
• 4-week minimum vacation
• Work from home when you need to (role-specific)
• Parental leave options for moms and dads
• Customizable extended health benefits (including $2000 per year to spend on counseling)
• Wellness programs including an onsite naturopath physiotherapist, and RMT (location-dependent), healthy snacks, and exercise classes