Customer Support Lead

Location: Hybrid from the Edmonton, Alberta office, Canada

Company

hirify.global develops digital legal solutions that modernize legal document creation for customers worldwide.

What you will do

• Develop, deliver, and improve training programs and written knowledge resources for Customer Support team members.
• Provide personalized coaching, feedback, and guidance to improve individual and team performance.
• Lead quality assurance processes, evaluate customer interactions, identify trends, and recommend improvements.
• Manage day-to-day Notary Support operations, including scheduling, service coverage, and operational guidance.
• Handle complex customer and product escalations, investigate root causes, and recommend service improvements.
• Use AI-powered tools and collaborate with internal teams to improve workflows, products, processes, and change implementation.

Requirements

• Post-secondary education in Business, Operations Management, Social Sciences, or a related field.
• At least 2 years of experience leading training and quality assurance in a Customer Support environment covering phone, live chat, and email.
• Knowledge of customer support quality standards, evaluation methods, and performance improvement practices.
• Strong coaching, communication, organizational, analytical, documentation, and problem-solving skills.
• Ability to manage competing priorities, investigate customer concerns, identify trends, and recommend practical solutions.
• Ability to work in a hybrid arrangement from the Edmonton, Alberta office.

Nice to have

• Customer Support experience in a SaaS, technology, subscription-based, or digital services environment.
• Experience using AI tools for training content, instructional videos, or workflow improvements.
• Familiarity with AI-powered customer support tools, virtual agents, and AI-assisted quality assurance.
• Experience leading or coordinating remote customer support teams.
• Professional proficiency in French and/or Spanish.

Culture & Benefits

• Full-time permanent position with a 37.5-hour work week, flexible schedules, and the ability to bank hours.
• Three weeks of paid vacation, additional personal days, comprehensive health and dental benefits, and spending accounts.
• Continuous learning opportunities, including LinkedIn Learning and training budgets.
• Company share plan, catered lunches, social events, and accessible parking.
• Personal offices and collaborative workspaces in a culture focused on quality, reliability, innovation, and growth.