Customer Support Specialist, Clio
CA$55k
Legal practice management software
Be an early applicant
Legal practice management software
1001+ employees
Be an early applicant
CA$55k
1001+ employees
Company mission
Clio's mission is to build cloud-based and client-centred technology that will transform the legal experience for all.
Role
Who you are
- Confidence in your ability to connect with a wide range of people and love for working with customers of all skill levels and personality types
- Excitement about finding new and complex problems to solve
- Tech-savviness and excitement to dive into learning new platforms
- Strong verbal communication skills, ability to express yourself in a clear, concise, and empathetic manner
- Patience, compassion and understanding
- Curiosity to strive to continuously improve and learn
- Ability to thrive at multitasking and prioritizing in a fast-paced environment
- Excellent writing skills, and the ability to write in a professional tone with little to no grammatical or spelling errors
- Self-driven attitude and willing to take initiative to grow your skills
- Fun, outgoing, and engaging personality - and love to work as a cohesive team
Desirable
- Have customer focus at your core and are eager to make a career out of helping clients be successful
- Have experience working with web-based/SaaS applications
- Are familiar with Zendesk or similar CRM software
- Are familiar with Legal or other professional service industries
- Are flexible and open to working evening and night shifts
- Are proficient in Google Suite and Microsoft Office
- Are proficient in Windows and/or Mac operating environments
What the job involves
- We are currently seeking a Customer Support Specialist to join our Customer Support Team in our Burnaby, Toronto, or Calgary hub offices
- 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 10:30am 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, but could start as early as 6am PT and end as late as 12am PT
- Handling a high volume of inbound requests by phone, chat, and email with a focus on making the customer experience as effortless as possible
- Becoming an expert in all of Clio’s features and functionality with the ability to speak to the additional value that Clio provides
- Methodically troubleshooting technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and Customer Success teams
- Confidently handling a wide variety of inquiries, providing guidance, needs-based solutions and proactively identifying the customers next challenge to help them get the most out of working with Clio
- Coaching our users to leverage self-serve resources and group training opportunities
- Identifying when a customer is a fit for additional products or services, and connecting them with the appropriate team to discuss options further
- Capturing feedback on the product for use by our Product team
- Owning your own development and career growth to get better everyday!
Our take
Modern law firms increasingly manage their work digitally but the lack of a specialised remote solution means that workflows have become fragmented. This leads to legal practice managers having to juggle multiple software solutions across various devices.
Clio provides a legal practice management platform designed for law firms, allowing users to manage billing for legal aid cases, access and manage documents and store files across multiple devices. Whilst other startups are operating in this niche, Clio has uniquely focussed on synchronisation across remote devices and on a wide range of integrations, allowing the user to access information from other industry standard software such as Xero and Klyant from within a single interface.
Clio has raised a large amount of investment capital, most recently in a 2021 Series E round which saw the company attain unicorn status with a valuation exceeding $1 billion. This funding is being used to accelerate its product development, hire additional talent, and for expansion into new markets with a focus on the EMEA region, particularly the UK and Ireland.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
Company
Company benefits
- Company equity
- $500 contribution when you become a parent and/or guardian
- 4-week minimum vacation
- Work from home when you need to (role-specific)
- Parental leave options for moms and dads
- Customizable extended health benefits (including $2000 per year to spend on counseling)
- Wellness programs including an onsite naturopath physiotherapist, and RMT (location-dependent), healthy snacks, and exercise classes
- RRSP-matching
Company values
- Giving Back - we’re committed to creating positive social change in the community
- Creating Better Work Environments - we believe that a diverse and inclusive culture is a competitive advantage that benefits both our employees and customers
- Thriving as a Team - we live by seven core values on how to thrive, have fun, and win as a team
Articles
Leadership
Jack Newton
(CEO)Experience as Director of Product Development for Chenomx Inc. from 2004 to 2009. Advisor for Logikcull.com, dealcloser, and Athennian.
Rian Gauvreau
(Board Member)Experience developing legal technology for Gowling Lafleur Henderson LLP from 2000 to 2008. Graduated the University of British Columbia with an M.B.A. in Strategic Management in 2011.
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