Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

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

Preferred Requirements:

• 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