[Remote] Senior Director, Customer Support

Note: The job is a remote job and is open to candidates in USA. 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. The Senior Director, Customer Support will lead a global team, enhancing customer support through AI integration while ensuring high-quality service and customer satisfaction. This role focuses on transforming the customer support experience and building a proactive support culture that leverages technology to meet customer needs.ResponsibilitiesLead, develop, and inspire a 150+ person global team across five locations — fostering a culture of continuous improvement, psychological safety, and AI curiosityRecruit top-tier talent with a specific lens on AI-native and AI-fluent support professionals who are excited about redefining their roles alongside technologyServe as the escalation executive for critical customer and product incidents, representing the voice of the customer internally at the highest levelContinue 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 centerBuild proactive support partnerships with R&D and Post Sales (e.g., Onboarding, Professional Services, and CSM teams) to create a seamless customer experienceDesign 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 scaleBuild and deploy intelligent AI voice agents and chat agents that can handle complex, multi-product support workflows for legal professionalsDevelop AI-assisted agent tooling (agent assist, real-time suggestions, auto-summaries) to speed time to resolution for customers and increase first-contact resolutionPartner with Product and Engineering to build a robust product feedback loop powered by support signal — turning customer pain points into roadmap inputs at velocityDrive PLG-integrated support motions that reduce friction at critical conversion and adoption moments within the product experienceOwn the end-to-end support lifecycle for both Clio's core practice management platform and Clio Work (Legal AI drafting, research, and intelligence)Build differentiated support models tuned to each product's complexity, customer segment, and AI-sensitivity — recognizing that Clio Work customers will have fundamentally different support needs than core platform usersDevelop specialized routing and escalation frameworks for complex customer questionsManage multi-channel environments (voice, live chat, email, AI chat, async messaging) with intelligent routing and consistent service levels across allSet and own critical support KPIs including AI-driven metricsIdentify and convert CSQLs (Customer Success Qualified Leads) emerging from support interactionsLead Workforce Management (WFM) to forecast demand across traditional and AI channels, enabling intelligent staffing decisions and intraday optimizationManage budget with a clear ROI mindsetBuild and scale a Support Systems architecture across Salesforce Service Cloud, CCaaS platforms (e.g., Talkdesk), Knowledge Base, and AI support toolingSkills8+ years leading 100+ person customer support or CX organizations in high-growth B2B SaaS environmentsDemonstrated track record deploying AI support technologies at scale — you have actually done this, not just advised on itDirect experience with modern AI support platforms such as; Maven AI, Decagon, Sierra, Intercom Fin, or equivalentDeep understanding of AI agent architecture: how to design escalation logic, confidence thresholds, knowledge base curation, and human-in-the-loop workflowsStrong command of support operations metrics with a bias toward outcome-driven, AI-augmented efficiencyExperience supporting complex, multi-product SaaS environments with distinct customer personas and technical depth requirementsExperience in legal tech, professional services SaaS, or other high-trust, regulated verticals where content accuracy and compliance carry real stakesHands-on experience with PLG (Product-Led Growth) support models, including in-product nudges, proactive outreach triggers, and self-service optimizationFamiliarity 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 prioritiesExperience in hypergrowth environments where the business doubles while headcount grows far more slowlyBenefitsCompetitive, equitable salary with top-tier health benefits, dental, and vision insuranceHybrid 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 resources401k matching and Child Education SavingsClioversary recognition program with special acknowledgement at 3, 5, 7, and 10 yearsVariable pay that is based on company performance, with actual payout amounts calculated and paid on a quarterly basis.Company OverviewClio provides cloud-based legal practice management software, helping law firms manage cases, billing, and client relationships. It was founded in 2008, and is headquartered in Vancouver, British Columbia, CAN, with a workforce of 1001-5000 employees. Its website is https://www.clio.com.