Senior Customer Support Operations Specialist
4 weeks ago
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.
Summary:
We are currently seeking a Senior Customer Support Operations Specialist to join our Revenue Operations Team. This role is available to candidates in Vancouver and Toronto.
What your team does:
Revenue Operations has one job-to drive growth by accelerating our revenue-generating and revenue-retaining teams. We directly support Sales, Marketing, Channel, Customer Enablement and Customer Support by providing insights, reducing friction, and enabling teams to be innovative and self-sufficient.
Who you are:
You will be working on the Customer Success Operations team in the Revenue Operations department. Your team is responsible for designing strategies, programs, and insights that empower the Customer Success organization to do their best work and exceed Net Revenue Retention goals. You will serve as the operations business partner for our world class Customer Support team, and also work on cross-functional initiatives that support the broader Customer Success and GTM organizations goals. You will report directly to the Director of Customer Success Operations.
What you'll be doing:
* Act as an operations business partner for the Customer Support organization (100+ individuals), working closely with the Senior Director of Customer Support and the leadership team as an extension of their team
* Drive the planning of and own specific strategic initiatives, programs, and projects in support of the Customer Support organization's annual goals and quarterly OKRs
* Become an expert on the Customer Support organization's metrics, data, processes, and procedures. Own regular reporting on key metrics.
* Identify and help implement opportunities to achieve targets, increase efficiency, and deliver an exceptional customer experience
* Manage the Customer Support organization's tech stack, in partnership with the GTM Systems team. Make recommendations and implement enhancements on a continuous basis to ensure the tech stack is effective in enabling the business's strategy and evolving needs
* Support the planning of Customer Support leadership meetings, onsites, all hands, MBRs, and other presentations
* Support cross-functional initiatives, programs, and projects to drive the broader Customer Success organization's goals and also GTM goals, in partnership with your peers in the Customer Success Operations team and the Revenue Operations team
What you bring:
* 5+ years experience in Revenue Operations or Customer Success Operations at software companies, with demonstrated experience in a Customer Support Operations or Customer Support Leadership role
* Strong business acumen and understanding of key metrics and processes for Customer Support, Professional Services, Customer Education, and Customer Success Management teams
* Experience using a Customer Support system (ex: Zendesk, Service Cloud, telephony platforms, workforce management platforms) as a technical administrator, business administrator, and/or frequent power user
* Excellent track record in project/program management
* Strong organizational and decision-making skills
* Proven ability to manage time and deliver in the face of tight deadlines
* Excellent verbal and written communication skills. Ability to communicate with stakeholders of all levels
* Strong ability to work both independently and in teams to deliver successful outcomes
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.
* $2000 annual counseling benefit
* RRSP matching and RESP contribution
* Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
The expected salary range* for this role is $97,700 to $132,300 CAD. Please note there are a separate set of salary bands for other regions based on local currency.
* Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.
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 in 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.
Learn more about our culture at clio.com/careers
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