{"id":2740818,"url":"https://alion.io/job/lawdepot-customer-support-lead","title":"Customer Support Lead","company":{"id":680479,"name":"LawDepot","domain":"lawdepot.ca","url":"https://alion.io/company/lawdepot","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Edmonton, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"LinkedIn","optional":true}],"status":"live","first_seen_at":"2026-10-16T18:54:58Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-28T06:01:24Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"What the Role Does:\nElevate customer experiences through exceptional coaching, training, and continuous quality improvement.\nLawDepot 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.\nThis 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.\nWhat You’ll Do:\nDevelop, deliver, and enhance training programs for Customer Support team members\n\nProvide ongoing coaching, constructive feedback, and guidance to support individual and team performance\n\nLead and continuously improve quality assurance processes to ensure consistent, high-quality customer experiences\n\nDirectly manage the day-to-day operations of the Notary Support team, providing guidance and ensuring effective scheduling and service coverage\n\nEvaluate customer interactions, identify performance trends, and recommend opportunities for improvement\n\nUse AI-powered tools to enhance quality assurance, training, and operational efficiency\n\nCreate and update written training materials, knowledge resources, and process documentation\n\nAct as a key point of contact for complex customer and product-related escalations\n\nInvestigate customer concerns, identify root causes, and recommend solutions that improve service delivery\n\nCollaborate with internal teams to resolve challenges, share customer insights, and support product and process improvements\n\nSupport the implementation of new products, processes, and initiatives through effective change management\n\nPartner with Customer Support leadership to identify opportunities for innovation, strengthen team capabilities, and drive continuous improvement\n\nProvide backup coverage for the Customer Support Manager, overseeing department operations while they are away or unavailable\n\nWhat You Bring:\nThe Essentials\nPost-secondary education in Business, Operations Management, Social Sciences, or a related field\n\n2+ years of experience leading training and quality assurance within a Customer Support environment, including phone, live chat, and email interactions\n\nKnowledge of customer support quality standards, evaluation methods, and performance improvement practices\n\nDemonstrated ability to deliver clear, constructive, and personalized coaching that supports agent development and improved customer outcomes\n\nExcellent communication and interpersonal skills, with the ability to build strong working relationships across teams\n\nStrong organizational skills, attention to detail, and the ability to manage competing priorities in a dynamic environment\n\nAbility to create clear and accurate written documentation\n\nAnalytical and problem-solving skills, with the ability to identify trends, investigate customer concerns, and recommend practical solutions\n\nA collaborative, adaptable, and solutions-focused mindset, with a willingness to embrace new technologies and evolving ways of working\n\nThe Nice to Haves (Great if you have it and we’ll help you learn if you don’t)\nCustomer Support experience within a SaaS, technology, subscription-based, or digital services environment\n\nExperience using AI tools to develop training content, create instructional videos, or improve operational workflows\n\nFamiliarity with AI-powered customer support tools, virtual agents, and AI-assisted quality assurance processes\n\nExperience leading, coaching, or coordinating remote customer support teams\n\nProfessional proficiency in French and/or Spanish would be considered an asset\n\nWhy You Should Join the LawDepot Team:\nExcellent total compensation package\n\nComprehensive health and dental benefits, plus an additional Health Care Spending / Personal Spending Account\n\nGreat work life balance (37.5 hour work weeks, flexible schedules, ability to bank hours)\n\nThree weeks paid vacation, plus bonus personal days\n\nContinuous learning opportunities, including LinkedIn Learning subscriptions and training budgets\n\nCompany share plan\n\nFree catered lunches for the entire office\n\nMonthly social events for team members to enjoy (think axe throwing, rock climbing, board games, food trucks, trivia contests, and charitable activities)\n\nWork alongside talented, driven colleagues in a culture focused on quality, reliability, innovation, and growth\n\nPersonal offices for focused work and to have your individual space (plus collaborative workspaces for when you want to meet with the team)\n\nFree and easily accessible parking\n\nSouthgate Mall, Whyte Ave, and Calgary Trail restaurants are only minutes away\n\nHybrid working arrangements for that balance between getting work done at home and engaging with others in the office\n\nWho We Are:\nJoin 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!\nHow to Apply:\nApply for this job here or submit your application through our Careers page at https://www.lawdepot.ca/career.\nWe thank all applicants; however, only those selected for an interview will be contacted.","description_format":"text","description_chars":6090,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false},{"language":"Spanish","level":"Advanced (C1)","optional":false}]},"benefits":["Continuous learning","Flexible schedule","Hybrid work"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Services","Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-16T20:43:54Z"}],"visa":[],"liveness":{"score":74,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.827,"p_room":0.9,"age_days":11,"expected_fill_days":20,"reasons":["seen:11","win:mid"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/lawdepot-customer-support-lead","json_url":"https://alion.io/job/lawdepot-customer-support-lead.json","meta":{"generated_at":"2026-10-28T09:07:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11869,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":680479},"rest":"https://alion.io/mcp/rest/get_company?id=680479"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flawdepot-customer-support-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flawdepot-customer-support-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flawdepot-customer-support-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lawdepot-customer-support-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flawdepot-customer-support-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2740818}},{"tool":"search_jobs","arguments":{"company":"lawdepot.ca","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2740818},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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