Customer Support Team Lead – Premium Support

Clio - Cloud-Based Legal Technology

full-time

Posted on: 10/7/2025

Location Type: Hybrid

Location: Toronto • 🇨🇦 Canada

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Salary

💰 CA$76,000 - CA$114,000 per year

Job Level

Senior

Tech Stack

PythonSQL

About the role

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

Requirements

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
Preferred Requirements: STEM degree and experience with AI, APIs, SQL, Python, etc.
1-3 years at a consulting firm and/or relevant operational experience
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

Benefits

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 minimum 2 days per week on our Anchor Days.
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