Customer Support Lead

What the Role Does: Elevate customer experiences through exceptional coaching, training, and continuous quality improvement. LawDepot is looking for a Customer Support Lead to strengthen our customer experience and support the development of our growing team. In this role, you will lead quality assurance and training initiatives, provide hands-on coaching, and ensure our customers receive consistent, high-quality support.

You will also manage day-to-day Notary Agent operations, identify opportunities to improve service delivery, and help the team adapt to evolving products and processes. This is an exciting opportunity for someone who enjoys developing others, solving problems, and making a meaningful impact on both team performance and customer satisfaction. This is a full-time, permanent position working 37.5 hours per week, with the opportunity to work hybrid from our Edmonton, Alberta office.

What You’ll Do: - Develop, deliver, and enhance training programs for Customer Support team members - Provide ongoing coaching, constructive feedback, and guidance to support individual and team performance - Lead and continuously improve quality assurance processes to ensure consistent, high-quality customer experiences - Directly manage the day-to-day operations of the Notary Support team, providing guidance and ensuring effective scheduling and service coverage - Evaluate customer interactions, identify performance trends, and recommend opportunities for improvement - Use AI-powered tools to enhance quality assurance, training, and operational efficiency - Create and update written training materials, knowledge resources, and process documentation - Act as a key point of contact for complex customer and product-related escalations - Investigate customer concerns, identify root causes, and recommend solutions that improve service delivery - Collaborate with internal teams to resolve challenges, share customer insights, and support product and process improvements - Support the implementation of new products, processes, and initiatives through effective change management - Partner with Customer Support leadership to identify opportunities for innovation, strengthen team capabilities, and drive continuous improvement - Provide backup coverage for the Customer Support Manager, overseeing department operations while they are away or unavailable What You Bring: The Essentials - Post-secondary education in Business, Operations Management, Social Sciences, or a related field - 2+ years of experience leading training and quality assurance within a Customer Support environment, including phone, live chat, and email interactions - Knowledge of customer support quality standards, evaluation methods, and performance improvement practices - Demonstrated ability to deliver clear, constructive, and personalized coaching that supports agent development and improved customer outcomes - Excellent communication and interpersonal skills, with the ability to build strong working relationships across teams - Strong organizational skills, attention to detail, and the ability to manage competing priorities in a dynamic environment - Ability to create clear and accurate written documentation - Analytical and problem-solving skills, with the ability to identify trends, investigate customer concerns, and recommend practical solutions - A collaborative, adaptable, and solutions-focused mindset, with a willingness to embrace new technologies and evolving ways of working The Nice to Haves (Great if you have it and we’ll help you learn if you don’t) - Customer Support experience within a SaaS, technology, subscription-based, or digital services environment - Experience using AI tools to develop training content, create instructional videos, or improve operational workflows - Familiarity with AI-powered customer support tools, virtual agents, and AI-assisted quality assurance processes - Experience leading, coaching, or coordinating remote customer support teams - Professional proficiency in French and/or Spanish would be considered an asset Why You Should Join the LawDepot Team: - Excellent total compensation package - Comprehensive health and dental benefits, plus an additional Health Care Spending / Personal Spending Account - Great work life balance (37.5 hour work weeks, flexible schedules, ability to bank hours) - Three weeks paid vacation, plus bonus personal days - Continuous learning opportunities, including LinkedIn Learning subscriptions and training budgets - Company share plan - Free catered lunches for the entire office - Monthly social events for team members to enjoy (think axe throwing, rock climbing, board games, food trucks, trivia contests, and charitable activities) - Work alongside talented, driven colleagues in a culture focused on quality, reliability, innovation, and growth - Personal offices for focused work and to have your individual space (plus collaborative workspaces for when you want to meet with the team) - Free and easily accessible parking - Southgate Mall, Whyte Ave, and Calgary Trail restaurants are only minutes away - Hybrid working arrangements for that balance between getting work done at home and engaging with others in the office Who We Are: Join one of the fastest growing companies in Canada!

LawDepot is proud to be a seven-time Growth 500 ranked organization and a major player in the Global legal solutions industry. Our mission is to modernize the legal document creation experience by empowering people with fast, easy-to-use, and professional solutions. With over ten million satisfied customers worldwide, over two million monthly website visitors, and billions of dollars saved on legal fees, you will be joining a team that is truly making a difference.

At LawDepot, we foster a collaborative and inclusive learning culture that values excellence. Apply today and become a part of our exciting journey! How to Apply: Apply for this job here or submit your application through our Careers page at https://www.lawdepot.ca/career. We thank all applicants; however, only those selected for an interview will be contacted. #LI-DNI