Customer Support Specialist
6 days ago
Customer Support Specialist Join to apply for the Customer Support Specialist role at Clio. 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 Customer Support Specialists to join our Customer Support Team in our Burnaby, Toronto, or Calgary hub offices. What we’re looking for Handling inbound support requests by phone (majority of interactions), AI-enabled chat, and email with a focus on delivering exceptional customer experiences to legal professionals and their clients. Becoming a product expert; diagnosing, troubleshooting, and resolving product issues effectively. Serving as a trusted advisor; providing solutions and coaching that enable our customers to leverage Clio more efficiently. 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 teams. Driving your career growth and development while contributing to a Win and Help Win culture. Qualifications Bachelor’s degree (or expected completion no later than January 2026 if in final semester). Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiences. Curiosity about law, tech, and AI, and an interest in leveraging technology to help people solve problems. The desire to win (and have fun) as part of a high‑performing team. A growth mindset with optimism and enthusiasm. Preferred Technical, hard science, or accounting major/minor. Experience in the legal industry and/or knowledge of the justice system. Experience using APIs, building integrations, and knowledge of Postman. Skills in R, Python, HTML, Ruby, SQL, etc. Prior research, tutoring, and leadership experience. Experience providing exceptional customer service, including problem‑solving, multi‑tasking, and summarizing issue resolution. Working Hours This is a full‑time, permanent position. Our Customer Support Specialists work with a flex shift model; you will be given a 90‑minute window in which your shifts start and end. The start time may change day to day within that window, but you will always know your shifts two weeks in advance. For example, if your flex shift is 9‑10:30 am PT, you will never start before 9 am PT or later than 10:30 am PT, and you will work an 8‑hour shift from that start time. Shift requirements change regularly to meet business needs. Occasionally a shift could start as early as 6 am PT and end as late as 12 am PT, but most shifts operate within core business PT hours. Compensation & Benefits The expected new hire base pay for this role is $56,000 CAD. Our Total Rewards program includes competitive, equitable salary, top‑tier health benefits, dental and vision insurance, a hybrid work environment, flexible time off (encouraged 20 days per year), a $2,000 annual counseling benefit, RRSP matching and RESP contribution, and a Clioversary recognition program. Diversity, Inclusion, Belonging & Accessibility We welcome candidates from all backgrounds and provide accessibility accommodations during the recruitment process. Please let us know if you require any accommodation. Legal Notice Disclaimer: We only communicate with candidates through official @clio.com email addresses. #J-18808-Ljbffr
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