Senior Director, Customer Support
Core
Lead a 150+ person global customer support team for Clio's legal practice management platform and Clio Work (Legal AI), integrating AI agents to handle routine inquiries while focusing human agents on complex, high-value interactions.
Role type
Senior Director, Customer Support & AI Strategy
Builds
AI-first support architecture, intelligent voice/chat agents, and a support team that acts as a growth engine for the company.
Domain
Legal Technology (SaaS) / AI / Customer Experience
Deliverable
production ML models | product features
Required skills
Leading 100+ person support teams, deploying AI support technologies at scale, AI agent architecture design, Workforce Management (WFM), multi-product SaaS support, PLG support models, budget management, stakeholder management for product roadmap influence.
Preferred skills
Legal tech or professional services SaaS experience, familiarity with AI voice agent deployment, experience in hypergrowth environments.
Technologies
Maven AI, Decagon, Sierra, Intercom Fin, Salesforce Service Cloud, Talkdesk, Looker, Playvox, Zendesk, Claude.
Responsibilities
Lead and develop a 150+ person global team across five locations; Design and own the strategy to evolve support into an AI-first model; Build and deploy intelligent AI voice agents and chat agents; Identify and convert Customer Success Qualified Leads (CSQLs); Set and own critical support KPIs including AI-driven metrics; Manage budget with a clear ROI mindset.
Seniority
Senior Director, strategic leadership with hands-on operational oversight
