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 quick-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)

📌 Head of Operations & Customer Success (Toronto)
🏢 Staffingine
📍 Toronto