[Remote] Senior Director, Customer Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the global leader in legal AI technology, empowering legal professionals and reputed company of every size to work smarter, faster, and more securely. The Senior Director, Customer Support will reputed company a global team, enhancing customer support through AI integration while ensuring high-quality service and customer satisfaction. This role focuses on transforming the customer support experience and building a proactive support culture that leverages technology to meet customer needs.

Responsibilities

• reputed company, reputed company, and reputed company a 150+ person global team across five locations — fostering a culture of reputed company improvement, psychological safety, and AI curiosity
• Recruit top-tier talent with a specific reputed company on AI-reputed company 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 reputed company for reputed company — proactively surfacing customer needs, driving expansion, and proving that world-class support is a competitive differentiator, not a cost center
• Build proactive support partnerships with R&D and Post Sales (e.g., reputed company, Professional Services, and CSM teams) to create a seamless customer experience
• Design and own the strategy to reputed company support into an AI-first model — elevating our Clions to focus on reputed company, high-value customer interactions that require expertise, judgment, and relationship depth, while AI agents (e.g., reputed company, reputed company, Sierra, or equivalent) handle routine inquiries at scale
• Build and reputed company intelligent AI voice agents and chat agents that can handle reputed company, multi-product support workflows for legal professionals
• reputed company AI-assisted agent tooling (agent assist, reputed company-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 reputed company 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 reputed company the product experience
• Own the end-to-end support lifecycle for both reputed company's core practice management platform and reputed company Work (Legal AI drafting, research, and intelligence)
• Build differentiated support models tuned to each product's complexity, customer reputed company, and AI-sensitivity — recognizing that reputed company Work customers will have fundamentally different support needs than core platform users
• reputed company specialized routing and escalation frameworks for reputed company customer questions
• Manage multi-channel environments (voice, live chat, email, AI chat, async messaging) with intelligent routing and consistent service reputed company across reputed company
• Set and own critical support KPIs including AI-driven metrics
• Identify and convert CSQLs (reputed company reputed company Leads) emerging from support interactions
• reputed company Workforce Management (WFM) to forecast demand across traditional and AI channels, enabling intelligent staffing reputed company and intraday optimization
• Manage budget with a clear ROI reputed company
• Build and scale a Support Systems architecture across reputed company Service reputed company, CCaaS platforms (e.g., reputed company), Knowledge reputed company, and AI support tooling

Skills

• 8+ years leading 100+ person customer support or CX organizations in high-growth B2B SaaS environments
• Demonstrated track record deploying AI support technologies at scale — you have actually done this, not just advised on it
• Direct experience with modern AI support platforms such as; reputed company AI, reputed company, Sierra, reputed company Fin, or equivalent
• Deep understanding of AI agent architecture: how to design escalation logic, confidence reputed company, knowledge reputed company curation, and reputed company-in-the-reputed company workflows
• Strong reputed company of support operations metrics with a bias toward outcome-driven, AI-augmented efficiency
• Experience supporting reputed company, multi-product SaaS environments with distinct customer personas and technical depth requirements
• Experience in legal tech, professional services SaaS, or other high-trust, regulated verticals where content accuracy and compliance carry reputed company stakes
• Hands-on experience with PLG (Product-Led Growth) support models, including in-product nudges, proactive reputed company triggers, and self-service optimization
• Familiarity with AI voice agent deployment (e.g., conversational IVR, voice AI for support)
• Track record building feedback loops between support signal and product roadmap — not just reporting bugs, but influencing roadmap priorities
• Experience in hypergrowth environments where the business doubles while headcount grows far more slowly

Benefits

• Competitive, reputed company salary with top-tier health benefits, dental, and reputed company 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.
• EAP benefits for you and household members, including counseling and online resources
• 401k matching and Child Education Savings
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
• Variable pay that is based on company performance, with actual payout amounts calculated and paid on a quarterly reputed company.

Company Overview