Clio
is more than just a tech company–we are a global leader that is transforming the legal experience for all by
bettering the lives of legal professionals
while
increasing access to justice
.
Summary:
We are currently seeking a Senior Customer Support Specialist to join our Customer Support Team in our Burnaby, Calgary, or Toronto offices.
Who you are:
- A collaborative team player who shares knowledge generously;
- Innovative, improving workflows and sharing best practices;
- A self-starter who grows individually and helps others do the same;
- Radically candid, offering and receiving feedback comfortably;
- Technically adept and quick to grasp new concepts, especially those related to AI, to provide expert guidance and troubleshooting.
- A role model and coach who demonstrates professionalism and positivity;
- Skilled at multitasking and prioritizing in fast-paced settings;
- Effective at managing time and meeting commitments;
- A skilled communicator, both written and verbal, who conveys empathy;
- Passionate about solving complex problems with patience 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;
- Mastering the Clio products, including our core platforms and cutting-edge AI-powered solutions, to proactively solve customer challenges;
- Providing support on high-priority interactions, including escalated issues and requests from high-value customers.
- Troubleshooting and resolving issues with Technical Escalations, Product, and Customer Success teams, including root cause analysis and workarounds;
- Serving as a coach and mentor to other team members, helping them master the products and better serve our customers;
- Providing consultation to Support team members, offering product expertise to assist in resolving customer issues.
- Promoting self-help resources and driving client engagement;
- Making proactive recommendations of additional Clio products that could benefit the customer;
- Capture product feedback and stay updated on new releases to maintain expertise, including developments in AI capabilities and features;
- Contributing to projects that enhance processes, service delivery, and team culture.
- Partner with members of Support Leadership, Enablement, and Technical Escalation teams to develop knowledge resources and training activities for new AI tools.
What you may have:
- A strong customer focus and are eager to help customers succeed;
- Experience in Legal or other professional service industries;
- Experience with web-based/SaaS applications;
- You are familiar with Salesforce or similar CRM software;
- You are proficient in Google Suite, Microsoft Office, and operating systems like Windows or Mac.
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, and Dublin) to be in office minimum 2 days per week on our Anchor Days.
- 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 full salary range* for this role is $74,800 to $88,000 to $101,200 CAD.Please note salary bands may differ based on location and local currency. Additionally, benefit offerings may differ depending on the employee’s location.
- We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.
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
Disclaimer: We only communicate with candidates through official @clio.com email addresses
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