Customer Support Specialist

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.

Summary:

We are currently seeking Customer Support Specialists to join our Customer Support Team in our Toronto Office. We welcome candidates from a variety of backgrounds and experiences including early-career professionals recent graduates career changers and individuals looking to build or grow their careers in tech.

If youd like to stand out during the interview process we encourage you to submit a 60-second video introducing yourself. More details on what to include and how to submit your video will be provided during the application process.

What our customer support team does:

Clios Customer Support team is an incubator for talent in our rapidly growing company. We hire people who are Human and High Performing who are motivated to provide customers an effortless experience with our addition to becoming product experts members of our customer support team also educate customers about our products promoting product and feature adoption. Our team members are smart technically proficient and driven. 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 of the Support team 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.

Youll know that youre 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 Canadas fastest growing companies!

What youll be doing:

• Handling inbound support requests by phone (majority of our 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 enables 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:

• Bachelors degree or diploma (or currently in your final semester with an expected graduation by May 2026 or recent graduate within the past 2 years)

• Educational background in Computer Science Business Communications or other related fields with transferable skills relevant to customer support (e.g. problem-solving communication or technical aptitude)

• 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

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 however you will always know your shifts two weeks in advance.

For example if your flex shift is 9-10:30am PT you will never start before 9am PT or later than 9:30am PT and will work an 8 hour shift from that start time.

Our shift requirements for new hires change on a regular basis to meet business requirements. Occasionally a shift could start as early as 6am PT and end as late as 12am PT but most shifts operate within core business MT hours. Your Talent Acquisition Specialist will be happy to explain more should you connect with them.

What you will find here:

Compensation is one of the main components of Clios 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 Dublin and Sydney) to be in office minimum twice per week.

• 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 expected new hire base pay for this role is $56000 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 skillset of the candidate.

Diversity Inclusion Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves and are united by our mission. We are dedicated todiversity 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 a Human and High Performing AI company meaning we use artificial intelligence to improve all of our recruitment AI helps us streamline the process for greater efficiency. However weve built our systems to ensure that a human always reviews AI-generated output and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @ email addresses.

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1