Intermediate Customer Support Specialist

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. 

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

We are currently seeking an Intermediate Customer Support Specialist to join our Customer Support Team in our Burnaby, Calgary or Toronto offices.

• A collaborative team player who shares knowledge generously;

• Innovative, improving workflows and sharing best practices;

• A self-starter who grows individually and helps others do the same;

• Radically candid, offering and receiving feedback comfortably;

• Technically adept and quick to grasp new concepts, especially those related to AI, to provide expert guidance and troubleshooting.

• A role model who demonstrates professionalism and positivity;

• Skilled at multitasking and prioritizing in fast-paced settings;

• Effective at managing time and meeting commitments;

• A skilled communicator, both written and verbal, who conveys empathy;

• Passionate about solving complex problems with patience and understanding.

• Handling inbound requests via phone, chat, and email while maintaining high Customer Satisfaction scores and meeting a high-bar of performance;

• Mastering the Clio products, including our core platforms and cutting-edge AI-powered solutions, to proactively solve customer challenges;

• Effectively using call & chat control and de-escalation techniques to handle difficult situations;

• Troubleshooting and resolving issues with Technical Escalations, Product, and Customer Success teams, including root cause analysis and workarounds;

• Sharing knowledge with peers through coaching and consultations;

• Mentoring new hires to ensure proficiency with Clio values, product, and workflows;

• Promoting self-help resources and driving client engagement;

• Making proactive recommendations of additional Clio products that could benefit the customer;

• Capture product feedback and stay updated on new releases to maintain expertise, including developments in AI capabilities and features;

• Contributing to projects that enhance processes, service delivery, and team culture.

• Partner with members of Support Leadership, Enablement,  and Technical Escation teams to develop knowledge resources and training activities for new  AI tools.

• A strong customer focus and are eager to help customers succeed;

• Experience with web-based/SaaS applications;

• Experience in Legal, Accounting, Bookkeeping or other professional service industries;

• You are familiar with Salesforce or similar CRM software;

• You are proficient in Google Suite, Microsoft Office, and operating systems like Windows or Mac.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
 

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance 

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week. 

• Flexible time off policy, with an encouraged 20 days off per year.

• $2000 annual counseling benefit

• RRSP matching and RESP contribution 

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility 

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.