Customer Support Team Lead

Role summary

What you'll work on

• Manage Customer Support Specialists and build a high-performing customer-facing technical team.
• Develop and refine the global support strategy with Support leadership.
• Coach and mentor team members, guide career development, evaluate performance, and provide direct actionable feedback.
• Enable the team to meet differentiated SLAs and performance targets.
• Lead department-wide improvement initiatives and implement scalable, efficient operational processes.
• Handle escalated critical customer issues and maintain expert product knowledge.
• Partner with Product and share customer insights to shape product roadmaps.
• Communicate team results and advocate for the team within the company and to customers.

Experience and qualifications

• At least 5 years of professional experience.
• 3–5 years of experience in an operations or technical customer-facing role.
• Prior leadership experience, including building and leading new teams.
• Demonstrated ability to achieve measurable, aligned results.
• University degree is listed; a bachelor's degree or equivalent practical experience is preferred.

Preferred qualifications

• Preferred: proactive cross-project collaboration, problem-solving, interpersonal skills, prioritization, and a record of solving customer problems.
• Preferred: recruiting and hiring experience, and communicating team value in recruiting and sales discussions.
• Preferred: SaaS experience and/or familiarity with the legal industry.

Work arrangement

• The description identifies the work environment as hybrid and names Toronto among the locations for local employees.

Total rewards

• The employer describes competitive, equitable salary and health, dental, and vision benefits.