Customer Service Representative II for TekniPlex handling client orders and inquiries in a hybrid role. Collaborating across teams within a global manufacturing context to ensure customer satisfaction.
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Hybrid Customer Support Team Lead – Premium Support
Posted 5 months ago
About the role
- Team Leader for Premium Customer Support at Clio fostering teams and improving client experiences. Collaborating with leaders to strategize support for high-value customers by developing a dedicated support team and implementing best practices.
Responsibilities
- Combine a passion for developing and leading teams, solving complex business problems, and ensuring delivery of world class customer support for our largest customers.
- Work closely with senior leaders in Customer Support and Success, as well as cross functional leaders, to improve the customer experience at Clio by defining our Support strategy for our largest customers.
- Build the team while driving customer obsession by helping our clients unlock the most value from our products and services.
- Partner with cross functional leaders to define our Premium Support Strategy and improve the customer experience for this cohort of customers
- Build and manage our high performing, customer-facing technical team
- Provide coaching and mentorship to guide career development.
- Accurately evaluate performance of team members and provide direct and actionable feedback.
- Establish and enable the team to meet differentiated SLAs and performance targets
- Evaluate, embrace, and implement new breakthrough technologies designed to deliver a customer experience that significantly outpaces the competition
- Drive innovation and own initiatives around department-wide improvements
- Design and implement global and scalable operational processes that increase efficiency and create fans using our products and their features
- Serve as an escalation point for critical customer issues
- Maintain an expert knowledge of our products, their functionality and value propositions
- Collaborate with the Product team, bringing unique insights on real-world customer needs to shape Product roadmaps
- Communicate team impact and results to key partners and advocating for the team within Clio and to customers
Requirements
- 5+ years of professional experience
- 3-5 years experience in an operations or technical, customer facing role
- Prior leadership experience - including building and leading new teams
- Demonstrated ability to achieve measurable and aligned results
- University degree
- Growth mindset when it comes to process improvement and new technologies, especially AI
- Preferred Requirements: STEM degree and experience with AI, APIs, SQL, Python, etc.
- 1-3 years at a consulting firm and/or relevant operational experience
- Excellent problem-solving skills with a history of driving impact within an organization
- Excellent interpersonal skills and the ability to inspire and lead others
- Detail-orientation with an ability to prioritize and meet bold goals
- Demonstrated track record of solving customer problems
- Flexibility to deal with client and internal challenges as they arise and the ability to develop and implement strategies to overcome these challenges
- Record of recruiting and hiring exceptional candidates
- Experience communicating team’s value-add for recruiting and sales discussions
- Experience in SaaS and/or familiarity with the legal industry
Benefits
- 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 minimum 2 days per week on our Anchor Days.
- 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
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