Customer Support Specialist

Overview

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 currently seeking Customer Support Specialists to join our Customer Support Team in our Burnaby, Toronto or Calgary hub 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, 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. 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.

Members receive structured product training, 1:1 coaching and development, and opportunities to learn about other areas of the business. With strong performance and contributions to our team culture, you will earn opportunities to apply your product and technical expertise in other roles within and beyond the Support organization after completing 12–24 months in role.

You’ll know that you’re on the path to high performance when you are able to successfully resolve our customers’ technical questions, consistently beat targets, and coach a recent hire through their onboarding questions. The Customer Support team is the best place to learn our products, help our customers and teammates, and launch your career at one of Canada’s fastest growing companies.

What you'll work on

- 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 to do their work 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 getting better every day and contributing to a Win and Help Win culture.

What you may have

- Bachelor’s degree (or expected completion date no later than January 2026 if in your 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, as well as an interest in leveraging technology to help people solve problems.

- The desire to win (and have fun) as a member of a high‑performing team.

- A growth mindset and a sense of optimism and enthusiasm.

Serious bonus points if you have

- 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 the ability to problem‑solve, multi‑task, and provide summaries of issue resolution.

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, 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 for new hires change on a regular basis 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.

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.

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

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

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

- $2,000 annual counseling benefit.

- RRSP matching and RESP contribution.

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

The expected new hire base pay for this role is $56,000 CAD. 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 skill set of the candidate.

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

Our team shows up as their authentic selves and is united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves on 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. If you require any accommodation, please let us know and we will work with you to meet your needs.

Disclaimer

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

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