Customer Support

• Combine a passion for developing and leading teams, solving complex business problems, and ensuring delivery of world class customer support for our largest customers.
• Work closely with senior leaders in Customer Support and Success, as well as cross functional leaders, to improve the customer experience at Clio by defining our Support strategy for our largest customers.
• Build the team while driving customer obsession by helping our clients unlock the most value from our products and services.
• Partner with cross functional leaders to define our Premium Support Strategy and improve the customer experience for this cohort of customers
• Build and manage our high performing, customer-facing technical team
• Provide coaching and mentorship to guide career development.
• Accurately evaluate performance of team members and provide direct and actionable feedback.
• Establish and enable the team to meet differentiated SLAs and performance targets
• Evaluate, embrace, and implement new breakthrough technologies designed to deliver a customer experience that significantly outpaces the competition
• Drive innovation and own initiatives around department-wide improvements
• Design and implement global and scalable operational processes that increase efficiency and create fans using our products and their features
• Serve as an escalation point for critical customer issues
• Maintain an expert knowledge of our products, their functionality and value propositions
• Collaborate with the Product team, bringing unique insights on real-world customer needs to shape Product roadmaps
• Communicate team impact and results to key partners and advocating for the team within Clio and to customers

Customer Support Team Lead – Premium Support

Business Support Specialist

Bilingual Client Support Specialist – EN/FR

Customer Experience Specialist

Technology Director – Customer Experience Solutions

Bilingual Customer Service Representative