Customer Support Specialist, Clio

• Bachelor’s degree (or an expected completion date no later than January 2026 if in your final semester)
• 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

Desirable

• Clio’s 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 products
• In 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
• You’ll know that you’re 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 Canada’s fastest growing companies!
• 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
• 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. Occasionally a shift could start as early as 6am PT and end as late as 12am PT, but most shifts operate within core business PT hours. Your Talent Acquisition Specialist will be happy to explain more should you connect with them