Director of Customer Support

Position: Director of Customer Support at Clio
Elevate customer support at Clio as the new Senior Director. Leverage your expertise in AI technologies and high-growth environments to transform the customer experience.

This role involves leading the customer support strategy for Clio’s innovative legal SaaS solutions. You will oversee a growing global team focused on leveraging AI support technologies to enhance service efficiency. The ideal candidate will bring a proven track record in deploying AI systems and fostering cultures of excellence across support teams.

Key Responsibilities:

• Own the customer support experience across Clio’s platforms

• Deploy and manage AI support agents for customer inquiries

• Build feedback loops with R&D for product improvements

• Recruit and develop top AI-fluent support professionals

• Drive support as a core growth engine for Clio

Requirements:

• 8+ years leading customer support in B2B SaaS

• Experience with AI voice technologies in support

• Demonstrated track record in PLG support models

• Strong knowledge of support operations metrics

• Ability to manage multi-channel environments effectively

Lead Clio's team to redefine support excellence while maximizing the benefits of AI.
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