Product & Services Development and Customer Support Specialist

Product & Services Development and Customer Support Specialist 4 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. At Lexum, we build the technology that helps legal institutions manage, enrich, and publish legal information—allowing everyone to benefit from fast, simple, and open access to the law. Our most notable achievement is the creation of CanLII, now the most widely used legal research platform in Canada and a leading force in open access to law across the country. In 2025, we were recognized as one of the 100 most inspiring workplaces in North America and worldwide—a distinction that reflects our culture based on trust, professional development, and pride in growing together. SUMMARY We are currently seeking a Product and Services Development and Customer Support Specialist to join our team. Reporting to the Product Owner, the successful candidate will play a key role in ensuring ongoing customer satisfaction by delivering high-quality support and contributing to the continuous improvement of Lexum’s products and services. The role also involves evaluating and evolving product features, as well as analyzing, implementing, and delivering client projects. TASKS AND RESPONSIBILITIES Respond to client inquiries via email, videoconference, or phone, ensuring timely and effective follow-up. Document, track, and resolve customer requests using internal management tools. Diagnose and resolve customer issues while prioritizing urgent matters. Manage the full onboarding process for new clients, from initial planning to post-integration follow-up. Define and monitor key project milestones to ensure deadlines and requirements are met. Collaborate with internal teams to ensure high-quality integrations. Deliver training to clients on the use of Lexum products. Collaborate with the development team to test and improve products, including alpha and regression testing. Participate in product development meetings and provide user experience feedback. Contribute to the continuous improvement of customer service processes to enhance client satisfaction. REQUIRED QUALIFICATIONS College or university degree in Law, Law Librarianship, Information Technology, or a related field. Professional experience in the legal field or a related area (e.g., legal professional, editor, customer service, or technical support). Advanced proficiency in French and English, both written and spoken, required to provide regular integration and support services to Lexum’s pan-Canadian and international clientele. Working knowledge of office tools (Microsoft Word, Excel) and electronic formats (PDF, HTML). Strong autonomy, curiosity, flexibility, and ability to work with minimal supervision. Excellent problem-solving skills, attention to detail, and strong team spirit. Ability to learn new tools and technologies quickly. À PROPOS DE L’OFFRE We offer the following benefits and conditions: 35-hour work week; Competitive compensation, combining a base salary and a growing commission structure, creating a strong incentive for performance; Flexible schedule during standard business hours; Office located in the heart of the Plateau Mont-Royal, with a hybrid work option; Additional benefits include: Casual dress code Health, dental, disability, and life insurance coverage Employer contributions to an RRSP program A workplace that fosters learning and professional growth Wellness and mental health support program Paid annual leave: four weeks of vacation, five sick days, and additional time off during the holiday season This is a permanent position, with a three-month probation period before full benefits eligibility. Candidates selected for an interview will be contacted. We thank you for your interest in this job opportunity and look forward to receiving your application #J-18808-Ljbffr