Customer Support Team Lead
Core
Lead a technical, high-energy Customer Support team to provide world-class support, drive feature adoption, and improve customer health for legal professionals using Clio's AI technology.
Role type
Senior Customer Support Team Lead (Manager)
Builds
Customer support operations, team performance, and customer experience for Clio's legal AI platform
Domain
Legal technology / SaaS
Required skills
Team leadership, operational strategy, performance management, product knowledge, cross-functional collaboration, process improvement, hiring/recruiting, problem-solving, stakeholder communication
Preferred skills
SaaS experience, legal industry familiarity, building new teams, recruiting talent, driving innovation
Technologies
Clio legal AI platform, SaaS tools
Responsibilities
Manage a team of Customer Support Specialists, develop global support strategy, coach and mentor team members, establish SLAs and performance targets, drive operational improvements, serve as escalation point for critical issues, collaborate with Product team on roadmaps, communicate team results to partners
Seniority
Senior, hands-on IC with management responsibilities