Clio is more than just a technology company – we are a global leader working to transform the legal experience for everyone Improving the lives of workers in the legal field while Increase access to justice.

summary:

We are currently seeking a Senior Customer Support Specialist To join us Customer support team In our Burnaby, Calgary, or Toronto Offices.

Who are you:

• A collaborative team player who generously shares knowledge;
• Innovate, improve workflow and share best practices;
• A self-starter who grows individually and helps others do the same;
• Quite candid, comfortable giving and receiving feedback;
• Technically adept and quick to grasp new concepts, especially those related to artificial intelligence, to provide expert guidance and troubleshooting.
• A role model and coach who demonstrates professionalism and positivity.
• Adept at multitasking and prioritizing in fast-paced settings;
• Effective in managing time and fulfilling commitments.
• Skilled communicator, both written and verbal, who conveys empathy;
• Passionate about solving complex problems with patience and understanding.

What will you do:

• Handle incoming requests via phone, chat and email while maintaining high customer satisfaction scores and achieving a high level of performance;
• Mastering Clio products, including our core platforms and cutting-edge AI solutions, to proactively solve customer challenges;
• Provide support on high priority interactions, including escalated issues and requests from high value customers.
• Troubleshoot and resolve issues with technical, product, and customer success escalation teams, including root cause analysis and workarounds;
• Act as a coach and mentor to other team members, helping them master products and better serve our customers;
• Provide consultation to support team members, and provide product expertise to help resolve customer issues.
• Promote self-help resources and enhance customer engagement;
• Proactively make recommendations for additional Clio products that could benefit the customer;
• Obtain product feedback and stay up to date on new releases to maintain expertise, including developments in AI capabilities and features;
• Contribute to projects that enhance operations, service delivery and team culture.
• Partner with members of the Leadership, Enablement, and Technical Escalation support teams to develop knowledge resources and training activities for new AI tools.

What you may have:

• Strong customer focus and dedication to helping customers succeed;
• Experience in legal services or other professional service industries;
• Experience with web-based/SaaS applications;
• You are familiar with Salesforce or similar CRM software;
• You are proficient in using Google Suite, Microsoft Office, and operating systems such as Windows or Mac.

What you will find here:

Compensation is a key component of Clio’s Total Rewards program. We have developed a series of programs and processes to ensure we create fair and competitive pay practices that form the foundation of our humane, high-performance culture.

Some highlights of our Total Rewards program include:

• Competitive and fair salary with top-notch health benefits, dental and vision insurance
• A mixed working environment, with local Clions (Vancouver, Calgary, Toronto and Dublin) expected to be in the office at least two days a week on our installation days.
• Flexible leave policy, with 20 days off per year encouraged.
• Annual consulting benefit is $2000
• RRSP matching and RESP contribution
• Cleoversary recognition program with special recognition 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 that salary ranges may vary based on location and local currency. Additionally, benefit offerings may vary depending on the employee’s location.

*We aim to hire all candidates between the low end and midpoint of the full salary range. We reserve the midpoint to the high end of the salary range for internal employees who demonstrate high performance and continued impact at Clio. The final offer amount for this role will depend on the individual experience and skill set of the candidate. Please note that there is a separate set of salary ranges for other regions based on the local currency.

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

Our team shows who we are, united by our mission. We are committed to Diversity, equity and inclusion. We take pride in building and fostering an environment where our teams feel included, valued and empowered to do the best work of their careers, wherever they choose to sign on from. We believe that different perspectives, skills, backgrounds and experiences lead to higher performing teams and better innovation. We are committed to equal employment opportunity and encourage candidates from all backgrounds to apply.

Clio provides accessibility during the recruitment process. If you need any accommodations, 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.