Customer Care

2 weeks ago


Canada Themis Solutions Inc. Full time $97,700 - $132,300
Senior Customer Support Operations Specialist
We are currently seeking a Senior Customer Support Operations Specialist to join our Revenue Operations Team.

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.

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.
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. 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
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
Proven ability to manage time and deliver in the face of tight deadlines

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.

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. Flexible time off policy, with an encouraged 20 days off per year.

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 .

We are currently seeking a Senior Customer Support Operations Specialist to join our Revenue Operations Team.

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.

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.
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. 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
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
Proven ability to manage time and deliver in the face of tight deadlines

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.

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. Flexible time off policy, with an encouraged 20 days off per year.
$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. *The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
We are dedicated todiversity, 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.

Apply In-house performance coach, Katie, helps Clions accelerate their career development.

That means you'll be encouraged and supported to do your best work, while preserving energy for what's important to you outside of the workplace.

Working at Clio has been the best investment in my career I've ever made.
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