Overview

Senior Director, Customer Support Jobs in Toronto, Canada at Clio

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.

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary The Opportunity

This is a rare opportunity to lead world‑class support at one of the fastest‑growing legal SaaS platforms in the world. You’ll own the full customer support experience across Clio’s core practice management platform and Clio Work, our intelligent Legal AI assistant – with a mandate to build a team where every Clion is focused on the complex, high‑value interactions that require real expertise, judgment, and relationship depth – while AI agents handle the rest.

You won’t just be managing queues and SLAs. You’ll be deploying AI support agents, building AI voice channels, and scaling your team’s ability to identify and convert Customer Success Qualified Leads at every touchpoint – continuing to scale support as a core growth engine for Clio, where world‑class service is a competitive differentiator. You’ll make customers feel like they have a brilliant, always‑on legal tech partner, and you’ll be the leader who made that possible – not by replacing great people, but by accelerating them and enabling them to be extraordinary.

Team

& Culture

  • Lead, develop, and inspire a 150+ person global team across five locations – fostering a culture of continuous improvement, psychological safety, and AI curiosity.
  • Recruit top‑tier talent with a specific lens on AI‑native and AI‑fluent support professionals who are excited about redefining their roles alongside technology.
  • Serve as the escalation executive for critical customer and product incidents, representing the voice of the customer internally at the highest level.
  • Continue 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 centre.
  • Build proactive support partnerships with R&D and Post Sales (e.g., Onboarding, Professional Services, and CSM teams) to create a seamless customer experience.

AI‑First Support Architecture & Outcomes

  • Design 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 handle routine inquiries at scale.
  • Build and deploy intelligent AI voice agents and chat agents that can handle complex, multi‑product support workflows for legal professionals.
  • Develop AI‑assisted agent tooling (agent assist, real‑time suggestions, auto‑summaries) to speed time to resolution for customers and increase first‑contact resolution.
  • Partner with Product and Engineering to build a robust product feedback loop powered by support signal – turning customer pain points into roadmap inputs at velocity.
  • Drive PLG‑integrated support motions that reduce friction at critical conversion and adoption moments within the product experience.

Multi‑Product Support Excellence

  • Own 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 users.
  • Develop specialized routing and escalation frameworks for complex customer questions.
  • Manage multi‑channel environments (voice, live chat, email, AI chat, async messaging) with intelligent routing and consistent service levels across all.

Operational Excellence & Scale

  • Set and own critical support KPIs including AI‑driven metrics.
  • Identify and convert CSQLs (Customer Success Qualified Leads) emerging from support interactions.
  • Lead Workforce Management (WFM) to forecast demand across traditional and AI channels, enabling intelligent staffing decisions and intraday optimization.
  • Manage budget with a clear ROI mindset.
  • Build and scale a Support Systems architecture…

Title: Senior Director, Customer Support

Company: Clio

Location: Toronto, Canada

Category:

 

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