Customer Support Specialist, Clio

• Native or fluent Italian and professional fluency in English, both written and spoken
• Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution
• A strong sense of ownership and the ability to stay effective in a new, fast-changing environment with a fair amount of ambiguity
• Bachelor’s degree, diploma, or equivalent professional experience
• 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

• We are currently seeking an Italian/English Speaking Customer Support Specialist to join our Customer Support Team in our Dublin hub office. We welcome candidates from a variety of backgrounds and experiences, and we particularly value people who bring professional experience in customer-facing roles and are looking for their next step in tech
• Italy is a new market for Clio, and you’ll be one of the first people supporting our Italian customers. You’ll support customers in both Italian and English, and the balance between the two will shift as the Italian market grows
• That’s a big opportunity to be a pioneer, and as such we’re looking for someone with a strong sense of ownership: someone who takes a problem and drives it from A to Z, takes initiative without waiting to be asked, and works with stakeholders across Product, Sales, Customer Success and other teams to get things done. Your feedback and initiative will directly shape how Clio supports the Italian market
• 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 organisation 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 master our products, help our customers and teammates, and build real expertise!
• Handling inbound support requests by phone (majority of our interactions), AI-enabled chat, and email in both Italian and English, with a focus on delivering exceptional customer experiences to legal professionals and their clients. The split between the two languages will vary with volume and business needs, so you may focus more on one language at times
• 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
• Taking ownership of customer issues end to end, including working with internal stakeholders to resolve problems that don’t have an established process yet
• 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 and market feedback for our Product teams and help shape Clio’s growth in Italy
• Driving your own growth and development while Getting Better Every Day and contributing to a Win and Help Win culture