Dedicated Support Specialist providing high - quality service to Wholesale Payments clients. Managing inquiries and ensuring a best - in - class internal and external client experience.
CT
Hybrid Customer Support Team Lead – Premium Support
Posted 3 months ago
About the role
- Team Leader for Premium Customer Support at Clio fostering teams and improving client experiences. Collaborating with leaders to strategize support for high-value customers by developing a dedicated support team and implementing best practices.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Customer Service Host delivering exceptional customer service to casino and sports betting enthusiasts. Engaging with customers to resolve queries and enhance their betting experience.
Customer Support role providing face - to - face support to customers at Bank of Scotland branches. Opportunities for skill development and transition into remote roles.
Customer Support role in Rotherham, assisting customers face - to - face and developing skills for career growth. Transition into remote support roles over time while delivering outstanding service.
Customer Service Representative managing customer orders, inquiries, and supply chain processes for Evonik's chemical products. Ensuring compliance and facilitating smooth operations in a global company.
Customer Service Associate handling inbound patient calls for scheduling appointments at a leading vision care provider. Delivering excellent customer service and supporting clinic operations.
Direct Support Professionals providing care to individuals in a residential setting. High quality direct care services to adults with intellectual and developmental disabilities.
Customer Service Representative assisting clients at Prosperity Bank. Resolving inquiries professionally and maintaining strong relationships in the Customer Service Center.
Customer Service Representative providing excellent service and support for banking clients. Handling inquiries and maintaining relationships in Prosperity Bank’s Customer Service Center.
Assistente de Customer Experience supporting implementation of new clients at Edify. Focused on clarity and organization during onboarding and client transitions.