Senior Director of Customer Support, Clio

• 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)
• We are looking for a hands-on leader who knows how to lead and develop a high performing team
• 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

Desirable

• 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 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
• 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