Head of Operations & Customer Success

Job Title: Head of Operations & Customer Success Job Location: Toronto, CAN Job Type: Full-Time

Job Description:

• Build people ops from scratch: an in-house recruiting process for high-volume roles like case managers, pay bands, performance reviews, onboarding, offboarding, payroll and vacation
• Own client satisfaction across all 5 practice areas. Track CSAT and Google reviews, and fix the drivers behind low scores
• Set up a clear system for client complaints and escalations that come in through the portal and email. Trace each escalation to its root cause and cut escalations per 100 files
• Automate workflows with AI tools before adding headcount, and possibly take ownership of Clio data and administration
• Hire and coach a team across talent acquisition, HR and customer success, and set the standard for performance and professionalism

Key Requirements

• 4-10 years of experience, including leading operations, people ops or customer success at a fast-growing company (startup experience preferred)
• Strong systems thinker who uses data to find root causes and fix processes, not just symptoms
• Reaches for automation and AI tools before adding headcount
• A culture builder who hires and keeps A players
• Can work hybrid in Toronto, ON (scaling a company from about 20 to 100-200+ people is a strong plus; legal or Clio experience is not required)