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 membersProvide ongoing coaching, constructive feedback, and guidance to support individual and team performanceLead and continuously improve quality assurance processes to ensure consistent, high-quality customer experiencesDirectly manage the day-to-day operations of the Notary Support team, providing guidance and ensuring effective scheduling and service coverageEvaluate customer interactions, identify performance trends, and recommend opportunities for improvementUse AI‐powered tools to enhance quality assurance, training, and operational efficiencyCreate and update written training materials, knowledge resources, and process documentationAct as a key point of contact for complex customer and product‐related escalationsInvestigate customer concerns, identify root causes, and recommend solutions that improve service deliveryCollaborate with internal teams to resolve challenges, share customer insights, and support product and process improvementsSupport the implementation of new products, processes,



and initiatives through effective change managementPartner with Customer Support leadership to identify opportunities for innovation, strengthen team capabilities, and drive continuous improvementProvide backup coverage for the Customer Support Manager, overseeing department operations while they are away or unavailableWhat You Bring:The EssentialsPost‐secondary education in Business, Operations Management, Social Sciences, or a related field2+ years of experience leading training and quality assurance within a Customer Support setting, including phone, live chat, and email interactionsKnowledge of customer support quality standards, evaluation methods, and performance improvement practicesDemonstrated ability to deliver clear, constructive, and personalized coaching that supports agent development and improved customer outcomesExcellent communication and interpersonal skills, with the ability to build strong working relationships across teamsStrong organizational skills, attention to detail, and the ability to manage competing priorities in a dynamic environmentAbility to create clear and accurate written documentationAnalytical and problem‐solving skills, with the ability to identify trends, investigate customer concerns, and recommend practical solutionsA collaborative, adaptable, and solutions‐focused mindset, with a willingness to embrace new technologies and evolving ways of workingThe 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 environmentExperience using AI tools to develop training content, create instructional videos, or improve operational workflowsFamiliarity with AI‐powered customer support tools, virtual agents,



and AI‐assisted quality assurance processesExperience leading, coaching, or coordinating remote customer support teamsProfessional proficiency in French and/or Spanish would be considered an assetWhy You Should Join the LawDepot Team:Excellent total compensation packageComprehensive health and dental benefits, plus an additional Health Care Spending / Personal Spending AccountGreat work life balance (37.5 hour work weeks, flexible schedules, ability to bank hours)Three weeks paid vacation, plus bonus personal daysContinuous learning opportunities, including LinkedIn Learning subscriptions and training budgetsCompany share planFree catered lunches for the entire officeMonthly 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 growthPersonal 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 parkingSouthgate Mall, Whyte Ave, and Calgary Trail restaurants are only minutes awayHybrid working arrangements for that balance between getting work done at home and engaging with others in the officeWho 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 quick, 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.We thank all applicants; however, only those selected for an interview will be contacted.

📌 Customer Support Lead (Edmonton)
🏢 LawDepot
📍 Edmonton