VP, Global Customer Support

You are a seasoned support or CX executive who has built and scaled global service organizations in high-growth B2B SaaS — and who has genuinely operationalized AI, not just piloted it. You've led leaders across multiple geographies, owned a substantial budget with real ROI accountability, and navigated the tension between service quality, cost to serve, and growth without treating any of the three as negotiable.

You think in systems and see the whole board, not just the next move. You are energized by ambiguity and by building things that don't yet exist. You have informed opinions about where AI support technology is heading and you follow the space closely. You can translate complex AI and operational concepts credibly for a board audience and for a frontline agent in the same day, and you create environments where high performers thrive and everyone has a clear path to growth.

12+ years in customer support, service, or CX leadership, including 5+ years managing managers in high-growth B2B SaaS environments.

Proven experience leading global support or CX organizations of 150+ people across multiple geographies, with full budget or P&L ownership.

A demonstrated track record deploying AI support technologies at scale — you have actually done this and lived with the results, not advised on it.

Direct, hands-on experience with modern AI support platforms such as Maven AI, Decagon, Sierra, Intercom Fin, or equivalent, including vendor selection and enterprise rollout.

Deep understanding of AI agent architecture: escalation logic, confidence thresholds, knowledge base curation, and human-in-the-loop workflow design.

Strong command of support operations and SaaS metrics, with a bias toward outcome-driven, AI-augmented efficiency and the analytical rigor to defend the model to a board.

Experience supporting complex, multi-product SaaS environments with distinct customer personas and varying technical depth requirements.

Experience in hypergrowth environments where the business doubles while headcount grows far more slowly.

Experience in legal tech, professional services SaaS, or another high-trust, regulated vertical where content accuracy and compliance carry real stakes.

A track record of building feedback loops between support signal and product roadmap — influencing priorities, not just reporting issues.

Exceptional executive presence and communication, with the ability to influence at every level and present to the C-suite and board.

A "Draw the Owl" mindset — comfort with ambiguity, a bias toward action, and the drive to build the structures, processes, and playbooks where the path isn't yet defined.

Genuine passion for transforming legal work through AI, and a clear point of view on how service will evolve over the next decade.

You'll be expected to evaluate, select, and drive adoption of tools across these categories:

AI Support Agents: Maven AI, Decagon, Sierra, Intercom Fin, and equivalents

AI Enterprise Platform: Claude

CRM & CCaaS: Salesforce Service Cloud, Talkdesk

Analytics & WFM: Looker, Playvox

Knowledge Management: Zendesk and equivalents

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.

Competitive, equitable salary with top-tier health benefits, dental, and vision insurance

Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.

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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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

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.