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. They are currently seeking Customer Support Specialists to join their Customer Support Team in Burnaby, where team members will handle inbound support requests and become product experts while driving their career growth.
Responsibilities
- 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
Skills
- Bachelor's 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
- 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
Benefits
- 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
Company Overview