Senior Director, Customer Support

Clio is the global leader in legal AI technology empowering legal professionals and law firms of every size to work smarter faster and more securely.

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

The Opportunity

This is a rare opportunity to lead world-class support at one of the fastest-growing legal SaaS platforms in the world. Youll own the full customer support experience across Clios core practice management platform and Clio Work our intelligent Legal AI assistant with a mandate to build a team where every Clion is focused on the complex high-value interactions that require real expertise judgment and relationship depth while AI agents handle the rest.

You wont just be managing queues and SLAs. Youll be deploying AI support agents building AI voice channels and scaling your teams ability to identify and convert Customer Success Qualified Leads at every touchpoint continuing to scale support as a core growth engine for Clio where world-class service is a competitive differentiator. Youll make customers feel like they have a brilliant always-on legal tech partner and youll be the leader who made that possible not by replacing great people but by accelerating them and enabling them to be extraordinary.

Team & Culture

• Lead develop and inspire a 150 person global team across five locations fostering a culture of continuous improvement psychological safety and AI curiosity.

• Recruit top-tier talent with a specific lens on AI-native and AI-fluent support professionals who are excited about redefining their roles alongside technology.

• Serve as the escalation executive for critical customer and product incidents representing the voice of the customer internally at the highest level.

• Continue scaling support as a core growth engine for Clio proactively surfacing customer needs driving expansion and proving that world-class support is a competitive differentiator not a cost center.

• Build proactive support partnerships with R&D and Post Sales (e.g. Onboarding Professional Services and CSM teams) to create a seamless customer experience.

AI-First Support Architecture & Outcomes

• Design and own the strategy to evolve support into an AI-first model elevating our Clions to focus on complex high-value customer interactions that require expertise judgment and relationship depth while AI agents (e.g. Maven Decagon Sierra or equivalent) handle routine inquiries at scale.

• Build and deploy intelligent AI voice agents and chat agents that can handle complex multi-product support workflows for legal professionals.

• Develop AI-assisted agent tooling (agent assist real-time suggestions auto-summaries) to speed time to resolution for customers and increase first-contact resolution.

• Drive PLG-integrated support motions that reduce friction at critical conversion and adoption moments within the product experience.

Multi-Product Support Excellence

• Own the end-to-end support lifecycle for both Clios core practice management platform and Clio Work (Legal AI drafting research and intelligence).

• Build differentiated support models tuned to each products complexity customer segment and AI-sensitivity recognizing that Clio Work customers will have fundamentally different support needs than core platform users.

• Develop specialized routing and escalation frameworks for complex customer questions.

• Manage multi-channel environments (voice live chat email AI chat async messaging) with intelligent routing and consistent service levels across all.

Operational Excellence & Scale

• Set and own critical support KPIs including AI-driven metrics.

• Identify and convert CSQLs (Customer Success Qualified Leads) emerging from support interactions.

• Lead Workforce Management (WFM) to forecast demand across traditional and AI channels enabling intelligent staffing decisions and intraday optimization.

• Manage budget with a clear ROI mindset.

• Build and scale a Support Systems architecture across Salesforce Service Cloud CCaaS platforms (e.g. Talkdesk) Knowledge Base and AI support tooling.

Strong Differentiators

• Experience in legal tech professional services SaaS or other high-trust regulated verticals where content accuracy and compliance carry real stakes.

• Hands-on experience with PLG (Product-Led Growth) support models including in-product nudges proactive outreach triggers and self-service optimization.

• Familiarity with AI voice agent deployment (e.g. conversational IVR voice AI for support).

• Track record building feedback loops between support signal and product roadmap not just reporting bugs but influencing roadmap priorities.

• Experience in hypergrowth environments where the business doubles while headcount grows far more slowly.

What You Bring:

• 8 years leading 100 person customer support or CX organizations in high-growth B2B SaaS environments.

• Demonstrated track record deploying AI support technologies at scale you have actually done this not just advised on it.

• Direct experience with modern AI support platforms such as; Maven AI Decagon Sierra Intercom Fin or equivalent.

• Deep understanding of AI agent architecture: how to design escalation logic confidence thresholds knowledge base curation and human-in-the-loop workflows.

• Strong command of support operations metrics with a bias toward outcome-driven AI-augmented efficiency.

• Experience supporting complex multi-product SaaS environments with distinct customer personas and technical depth requirements.

You Are:

• An operator who thinks in systems you see the whole board not just the next move.

• Energized by ambiguity and building new things not just optimizing existing ones.

• Genuinely excited about AI you follow the space have opinions on it and want to be on the frontier.

• A communicator who can translate complex AI and operational concepts for executive audiences and frontline teams alike.

• A culture carrier who creates environments where high performers thrive and everyone has a clear path to growth.

Technology

Youll be expected to evaluate select and drive adoption of tools in these categories:

• AI Support Agents: Maven AI Decagon Sierra Intercom Fin etc.

• AI Enterprise Platform: Claude

• CRM CCaaS: Salesforce Service Cloud; Talkdesk

• Analytics & WFM: Looker Playvox

• Knowledge Management: Zendesk etc.

What you will find here:

Compensation is one of the main components of Clios Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive equitable salary with top-tier health benefits dental and vision insurance

• Hybrid work environment with expectation for local Clions (Vancouver Calgary Toronto Dublin and Sydney) to be in office minimum twice per week.

• Flexible time off policy with an encouraged 20 days off per year.

• EAP benefits for you and household members including counseling and online resources

• 401k matching and Child Education Savings

• Clioversary recognition program with special acknowledgement at 3 5 7 and 10 years

The expected salary range* for this role is $184000 to $230000 to $276000 USD. There are a separate set of salary bands for other regions based on local addition this role is eligible for variable pay that is based on company performance with actual payout amounts calculated and paid on a quarterly basis.

*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region applicable experience and skillset of the candidate.

Diversity Inclusion Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves and are united by our mission. We are dedicated todiversity equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included valued and enabled to do the best work of their careers wherever they choose to log in from. We believe that different perspectives skills backgrounds and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation please let us know and we will work with you to meet your needs.

Learn more about our culture at a Human and High Performing AI company meaning we use artificial intelligence to improve all of our recruitment AI helps us streamline the process for greater efficiency. However weve built our systems to ensure that a human always reviews AI-generated output and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @ email addresses.

Required Experience:

Exec

Employment Type : Full-Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 184000 - 276000