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Senior Director, Customer Support

Clio

Clio

Customer Service, Sales & Business Development
Vancouver, BC, Canada
Posted on Saturday, July 6, 2024

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.

Summary:

Overview:

Our Customer Success team is hyperfocused on providing an exceptional customer experience. The Senior Director, Customer Support will lead our Global Technical Support teams. The ideal candidate will have demonstrated impact in improving the customer experience for a global organization while leveraging tech enabled operations (e.g., AI, Chatbots, Tooling, etc.). The candidate will be responsible for managing a team of approximately 100+ high impact individual contributors and leaders across five global locations - Vancouver, Toronto, Calgary, Ireland, and Australia. This position will work closely with cross-functional leaders to improve Clio's ability to deliver a world class customer experience. We are looking for a hands-on leader who knows how to lead and develop a high performing team.

What you'll work on:

  • Develop a long-term strategy and execution roadmap to sustainably scale Support for our customers

  • Leverage tech enabled operations (e.g., AI, Chatbots, Agent Assist, Tooling) to improve the overall customer experience

  • Own end-to-end Support lifecycle in a multi-channel environment (e.g., Call, Chat, Email) with specialized routing for a complex product

  • Measure and manage critical operational metrics and OKRs to achieve broader Company goals

  • Drive continuous improvement and champion positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and increase revenue growth

  • Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and achieve business outcomes

  • Develop differentiated, proactive Support offerings and work closely with sales to help sell the right offerings to our strategic customers

  • Lead Workforce Management (WFM) Team to accurately forecast demand, schedule staff, and conduct intraday management.

  • Lead world-class team by fostering a continuous learning environment, recruiting and hiring top performers. Manage headcount planning process and partner with Finance and HR to ensure proper resources for the organization

  • Serve as an escalation point for Customer Support and critical customer issues; serve as a liaison to other internal departments and stakeholders.

  • Identify customer growth opportunities or Customer Success Qualified Leads (CSQLs)

  • Be thought leader for Support Systems architecture across Communities, Service Cloud, and Contact Center as a Service (CCaaS) systems

  • Drive Product & Customer Success feedback loop for continuous improvement and learning across the business

  • Manage budget, drive capacity planning and identify needs and present investments required to sustain high service levels and customer experience

  • Closely collaborate with Onboarding, Professional Services, and Customer Success organizations to create evangelism at scale

  • Drive exceptional client experience for Support and NPS closed loop program to ensure customers feedback is understood and actioned on

  • Manage customer refunds acting as an escalation point as required

  • Proactively recruit a diverse team and execute on overseeing the full hiring process from interviews to offer letter and onboarding;

  • Other duties as required.

What you bring:

  • 8+ years experience leading 100+ person organizations in a high-growth SaaS/Cloud environment across geographies

  • Deep understanding of B2C customer support methodologies, having designed and implemented impactful customer support techniques in a high-growth business

  • Strong interest in AI technologies such as ChatGPT

  • Experience implementing and driving Knowledge, Self-Service, CRM, ERP and Incident management for customer support processes

  • Experience leading and inspiring high growth teams through a hands-on and collaborative approach to management

  • Experience leading Support systems strategy with common systems (e.g., Salesforce, Talkdesk, Tableau/Looker)

  • Proven expertise in analyzing and reporting support operations metrics

  • Strong understanding of value drivers in recurring revenue business models

  • Strong empathy for customers AND passion for revenue and growth

  • Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • An enthusiastic and creative leader with the ability to inspire others

  • Consulting experience in a technical project management function a plus

Serious bonus points if you have:

  • Experience with AI technologies such as ChatGPT

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

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

  • Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.

  • 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 $157,600 to $236,400 CAD. Please note there are a separate set of salary bands for other regions based on local currency.

In addition, this role is eligible for variable pay that is based on company performance, with actual payout amounts calculated and paid on a quarterly basis.

*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

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.

Learn more about our culture at clio.com/careers