Customer Support Team Lead

The Team Leader of our Customer Support department, based in our EMEA HQ in Dublin, provides front-line leadership for our Customer Support team, leading a team of customer facing support reps and technical escalations agents. In this role, you will combine a passion for developing and leading teams, solving complex business problems, and ensuring delivery of world class customer support for our customers. Working closely with local and global leaders in Support, Customer Success, and across the business, you will champion the customer experience and help our clients realise value from our products and services. You should have a strong interest in (1) building high performing teams; (2) driving operational best practices and global alignment; (3) enabling customer product usage and feature adoption; and, (4) providing a world class experience for our customers.

What your team does:

You will act as a coach to our Customer Support and Technical Escalations team. The team is technical, high energy, and results-oriented. Our number one goal is to provide an effortless customer experience (high-quality answers to our customers’ questions) and we are also focused on improving customer health. Our culture is built on empowerment and accountability.  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. 

What you'll work on:

• Managing a team of local Customer Support Specialists and Technical Escalations staff

• Working across the EMEA leadership team to advance our regional strategy

• Working with the Support leadership team to develop and refine our Global Support Strategy

• 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

• Driving innovation and owning initiatives around department-wide improvements

• Designing and implementing 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

What you may have:

• 5+ years of professional experience

• 3-5 years experience in an operations or a technical, customer facing role

• Prior leadership experience - including building and leading new teams

• Demonstrated ability to achieve measurable and aligned results 

• Growth mindset when it comes to process improvement and new technologies, especially AI

• University degree

• 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 organisation

• Excellent interpersonal skills and the ability to inspire and lead others

• Detail-orientation with an ability to prioritise 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

Our Team

Clio’s Customer Support team is an incubator for talent in our rapidly growing company.  We hire people who are Human and High Performing, who are motivated to provide customers an effortless experience with our products.  In addition to becoming product experts, members of our customer support team also educate customers about our products, promoting product and feature adoption.  Our team members are smart, technically proficient, and driven.  We intentionally foster a unique culture built on growth, empowerment, and accountability by hiring great people, giving them tools and coaching, and letting them run at their own pace.  

Members of the Support team receive structured product training, 1:1 coaching and development, and opportunities to learn about other areas of the business.  With strong performance and contributions to our team culture, you will earn opportunities to apply your product and technical expertise in other roles within and beyond the Support organisation after completing 12-24 months in role.  

You’ll know that you’re on the path to high performance when you are able to successfully resolve our customers’ technical questions, consistently beat targets, and coach a recent hire through their onboarding questions.  The Customer Support team is the best place to learn our products, help our customers and teammates, and launch your career at such a fast growing company!

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 and dental coverage

• Hybrid work environment, with expectation for local Clions to be in office minimum 2 days per week on our Anchor Days.

• Flexible time off policy

• Pension contribution 

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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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

Disclaimer: We only communicate with candidates through official @clio.com email addresses.