Customer Support Team Lead at Clio

Dublin, County Dublin, Ireland

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, SaaSIndustries

Requirements

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: STEM degree and experience with AI, APIs, SQL, Python, etc
Preferred: 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 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

Responsibilities

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

Skills

Key technologies and capabilities for this role

Customer SupportTeam LeadershipTechnical EscalationsCustomer SuccessCoachingOperational ExcellenceCustomer ExperiencePerformance ManagementProduct AdoptionStrategic Alignment

Questions & Answers

Common questions about this position

Is this a remote position or does it require being in the office?

The role is based in Clio's EMEA HQ in Dublin and requires on-site presence.

What experience is required for the Customer Support Team Lead role?

Candidates need 5+ years of professional experience and 3-5 years in an operations role.

What is the company culture like for the support team?

The team is technical, high energy, and results-oriented, with a culture built on empowerment, accountability, high performance, and continuous improvement where customer success comes first.

What salary or compensation does this position offer?

This information is not specified in the job description.

What makes a strong candidate for this Team Lead position?

A strong candidate has a passion for building high-performing teams, driving operational best practices, enabling customer product usage, and providing world-class customer experiences, along with experience in coaching, performance evaluation, and strategic leadership.

Clio

Legal practice management software provider

About Clio

Clio provides legal practice management software that helps law firms operate more efficiently. Its two main products, Clio Grow and Clio Manage, serve different purposes: Clio Grow enhances the client intake process and engagement, while Clio Manage allows firms to organize tasks, manage cases, handle documents, and process payments in one platform. Clio caters to a diverse clientele, from solo practitioners to large firms, and operates on a subscription model, charging users monthly or annually for access to its software. The goal of Clio is to improve the efficiency of legal practices and reduce administrative burdens, ultimately supporting their growth.

Burnaby, CanadaHeadquarters

2008Year Founded

$1,279.9MTotal Funding

SERIES_FCompany Stage

LegalIndustries

1,001-5,000Employees

Benefits

Company equity

401k

Parental leave options and stipend

Flexible paid time off

Stipend to support WFH

Various wellness benefitsand programs

Risks

Emerging AI-driven legal tech startups could challenge Clio's market share.

Staying private may limit Clio's access to public market capital.

Significant investment in AI and expansion may strain Clio's resources.

Differentiation

Clio offers a comprehensive suite for law firm management, including client intake and payments.

Clio's products, Clio Grow and Clio Manage, streamline operations for legal professionals.

Clio's cloud-based platform supports solo practitioners and large law firms alike.

Upsides

Clio raised $900M in 2024, marking the largest Canadian software funding round.

Clio plans to enhance AI capabilities and expand into international markets.

Clio's subscription model generates $200M in annual recurring revenue.

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