Team Lead, Migrations and Data Processing

Team Lead, Migrations and Data Processing

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 specializes 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 delivering 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 the 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 creating 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 the 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 of 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 the 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.
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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.

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 on 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.

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