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.

Summary:

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

What our Customer Support team does:

Clio's Customer Support team is an incubator for talent in our rapidly growing company. We hire people who are Human and High Performing, who are motivated to provide customers an effortless experience with our products.

In addition to becoming product experts, members of our Customer Support team educate customers about our products, promoting product and feature adoption. Our team members are smart, technically proficient, and driven. We intentionally foster a unique culture built on growth, empowerment, and accountability by hiring great people, giving them tools and coaching, and letting them run at their own pace.

As an Intermediate Customer Support Specialist, you have moved beyond the foundations and are deepening your product expertise, taking on more complex customer interactions, and beginning to help shape the growth of those around you. You'll serve as a resource for newer team members, contribute to team initiatives, and continue building toward senior-level impact.

Who you are:

• A collaborative team player who shares knowledge and supports those around you;

• Curious and driven to continuously improve; you ask questions, seek out answers, and grow from feedback;

• Detail-oriented and analytical, with a knack for breaking down complex problems into clear solutions;

• A self-starter who takes ownership of your work and looks for ways to improve;

• Radically candid, offering and receiving feedback comfortably;

• Technically adept and quick to grasp new concepts, including AI-powered tools, to provide confident guidance and troubleshooting;

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

• Effective at managing time and meeting commitments;

• A clear communicator, both written and verbal, who can translate complex product and workflow questions into easy-to-understand solutions for our customers;

• Passionate about solving customer problems with patience, empathy, and understanding.
   

What you'll be doing:

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

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

• Deepening your product knowledge over time to confidently handle a broader range of customer issues;

• Troubleshooting and resolving issues in collaboration with Technical Escalations, Product, and Customer Success teams;

• Mentoring and supporting newer team members, helping them navigate onboarding questions, build product confidence, and develop their skills;

• Serving as a go-to resource for peers on product questions, sharing knowledge and best practices across the team;

• Promoting self-help resources and driving client engagement;

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

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

• Contributing to projects that improve departmental processes, documentation, and resources;

• Supporting a positive team culture through knowledge-sharing and collaborative problem-solving.
   

What you may have:

• A strong customer focus and genuine eagerness to help customers succeed;

• Experience in a customer-facing support or service role, ideally in a SaaS or tech environment;

• Familiarity with web-based/SaaS applications;

• Experience with Salesforce or similar CRM software;

• Proficiency in Google Suite, Microsoft Office, and operating systems like Windows or Mac.
   

Bonus points if you have:

• Legal Industry Background: Experience working at or supporting a law firm, legal tech company, or legal services organization (this is a significant plus);

• Accounting or Finance Background: Experience in bookkeeping, accounting, or FinTech (knowledge of Trust Accounting or IOLTA is a strong asset);

• Legal Tech Familiarity: Hands-on experience with legal practice management software or Law Society compliance standards;

• Technical Skills: Experience using APIs, building integrations, and familiarity with tools like Postman;

• Programming Knowledge: Skills in R, Python, HTML, Ruby, SQL, or similar languages;

• Research, Tutoring, or Leadership Experience: Prior experience in research, tutoring, or leading others in any context;

• Customer Service Excellence: A track record of delivering exceptional customer service, including problem-solving, multitasking, and clearly summarizing issue resolutions.

Working Hours:

This is a full time, permanent position. Our Customer Support Specialists work with a flex shift model; this means you will be given a 90 minute window in which your shifts will start and end. The start time may change day to day within that window, however you will always know your shifts two weeks in advance.

For example, if your flex shift is 10-11:30am MT, you will never start before 10am MT or later than 11:30am MT, and will work an 8 hour shift from that start time.

Our shift requirements change on a regular basis to meet business needs. Occasionally a shift could start as early as 7am MT and end as late as 1am MT, but most shifts operate within core business MT hours. Your Talent Acquisition Specialist will be happy to explain more should you connect with them.

This role is a backfill for an existing position.

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, London, New York City 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

The expected salary range* for this role is $62,100 to $73,000 to $83,900 CAD. There are a separate set of salary bands for other regions based on local currency.

*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.