Enterprise Customer Support Specialist

Customer Support - vLex+ Specialization

What you’ll work on:

• Handling a high volume of inbound requests by phone, chat, and email, primarily from Clio's Enterprise customers, with an eye for making the experience as effortless as possible for legal professionals and their clients;
• Advocating for the value Clio provides and becoming a product expert, with particular depth in Enterprise-tier configurations, integrations, and workflows with specialization in vLex Library and Vincent;
• Methodically diagnosing and troubleshooting technical product issues, reproducing them, and coordinating resolutions with our Technical Escalations, Product, and Customer Success teams, with the urgency our Enterprise customers expect;
• Serving as a trusted advisor to Enterprise firm admins, IT leads, and other senior stakeholders, providing solutions and coaching that enable our customers to leverage our products to do their work more efficiently;
• Confidently answering questions, providing advice, and proactively solving the customer's next challenge to help them get the most out of working with Clio;
• Identifying when a customer is a fit for an additional product or service, and connecting them with the appropriate team to learn more;
• Capturing customer feedback for our Product team, with attention to patterns and needs specific to Enterprise accounts;
• Maintaining detailed and accurate customer interaction records, adapting quickly as our products, systems, and procedures evolve;
• Contributing to personal and group projects to improve service delivery and processes across the department and enhance the customer experience, while driving your own career growth and Getting Better Every Day.

What you may have:

• 2+ years of experience in a customer support, technical support, or customer success role, ideally supporting complex or enterprise-tier accounts;
• Bachelor's degree or diploma, or equivalent experience in a customer-facing technical support capacity;
• Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiences, including senior stakeholders;
• Strong problem-solving skills with the ability to think quickly and adapt to new information, and learn new products or processes fast;
• Comfort navigating ambiguity, escalations, and higher-stakes conversations with poise;
• A proactive and solution-oriented mindset, with the comfort to navigate ambiguity and own open-ended problems;
• Ability to work independently, manage multiple tasks and assigned projects to deadline, and stay detail-oriented and organized under a high volume of requests;
• Curiosity about law, tech, and AI, as well as an interest in leveraging technology to help people solve problems, with a growth mindset and genuine enthusiasm for helping customers;
• The desire to win (and have fun) as a member of a high performing team.

Bonus points if you have:

• Experience in the legal industry and/or knowledge of the justice system;
• Experience working with legal technology or research solutions and proficiency;
• Experience supporting enterprise or mid-market B2B SaaS accounts;
• Experience using APIs, building integrations, and knowledge of Postman;
• Skills in R, Python, HTML, Ruby, SQL, etc.;
• A track record of building trust with decision-makers or senior stakeholders;
• Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution.

Working Hours:

Working Hours: This is a full time, permanent position. This role works a standard 5-day work week that includes both Saturday and Sunday as scheduled work days, with two weekdays off in lieu of a traditional Monday–Friday schedule. You will have the opportunity to align your schedule to your preferred two weekdays off, based on business needs. Your shift will have a fixed start and end time. You will have the opportunity to inform us of your preferred start time, and we will do our best to accommodate this based on business needs. Shift requirements may change periodically to meet business needs; your Talent Acquisition Specialist will be happy to explain more should you connect with them. This role is a backfill for an existing position.

Compensation:

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 environm