Team Lead, Migrations and Data Processing

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 :

We are currently seeking a Team Lead, Migrations and Data Processing to join our Customer Enablement Department in Burnaby, Calgary, or Toronto.

The Data Migrations team specialize in migrating customer data from legacy products into Clio. This can range from exporting data, importing data, processing data and the cleansing of data.

Extract, transform, and load are terms often used by the team. This team is a key part of our customer onboarding function at Clio which strives to offer the most effortless experience possible to our customers.

This is a team assembled to specifically tackle the need to enhance the customer experience, and there are still a lot of opportunities for both process and tooling improvements.

We assist customers directly, and indirectly by supporting our Customer Enablement teams and working with our Product & Engineering teams to automate the right parts of this process for our customers.

Our current team members are smart, engaged and fun.

Who you are :

• A leader, a coach, a person with high standards and superior customer service skills
• A communicator who is radically candid and can express themselves in a clear, concise, and empathetic manner
• Driven to help customers succeed, especially when the situation gets challenging.
• Comfortable thinking outside of the box; not afraid to experiment and understand the value of learning from failures on the path to success
• Good technical capability and an appetite for continuous learning and self-improvement
• Someone with strong time management skills, detail-oriented, and has the ability to multitask
• Someone who can lead by example with patience, understanding, and compassion
• A leader with the ability to exercise strong judgment, tact, and discretion, and can be entrusted with confidential information
• A teammate eager to roll up your sleeves and make an impact on our customers and our business in all forms

What you'll work on :

• Empowering your team at all levels and experience to deliver an exceptional customer experience;
• Assisting in implementing and then analyzing key metrics and other performance indicators and delivers strategies to improve service levels;
• Owning initiatives around departmental and cross-departmental improvements;
• As a player-coach to the team :
• Acting as a customer escalation point, possessing the ability to handle difficult customer conversations deftly, while helping the team identify root causes to reduce similar future escalations;
• Providing support and overflow capacity to the team as needed;
• Maintaining best-in-class customer service, actively coaching your team on best practices, customer feedback, personal growth etc.;
• Being a developmental leader, working closely with team members to focus on career growth potential;
• Conducting regular 1 : 1s & coaching to constantly challenge the team by being a catalyst to their growth;
• Being an ambassador for Migration team across the organization, working closely and collaboratively with key business partners in Sales, Product, Marketing, Customer Success, and Business Operations;
• Developing, refining, and developing processes to create accurate and informative internal documentation. This includes Standard Operating Procedures (SOPs), Guides, Training material and more;
• Helping drive the overall flow of ETL process from various source programs into Clio, ranging from low to high complexity and driving efficiencies wherever possible;
• Gaining a deep understanding of and staying up to date with the Clio product and common workflows.

What you bring :

• 5+ years of customer-facing experience in a SaaS environment
• 3+ years of experience with data migration / transformation
• 1+ years leadership experience
• Expertise with CSV, JSON and SQL databases
• Powerpoint / presentation experience to help drive team and social events
• Documentation experience to help document SOPs, Guides, and training material
• Customer / Technical Service / Support experience
• Ability to write and speak English fluently

Serious bonus points if you have :

• Expertise with Python and Rails
• Previous experience with legal industry or legal technology services
• Experience working with API-driven applications

What you will find here :

Compensation is one of the main components of Clio's 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, and Dublin) to be in office min.

once per week on our Anchor Day.

• 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

The expected salary range* for this role is $92,000 to $138,000 CAD. Please note there are a separate set of salary bands for other regions based on local currency.

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 to diversity, 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 clio.com / careers