Intermediate Customer Support Specialist, Clio
CA$62.1-83.9k
2+ days a week in office
Legal practice management software
Be an early applicant
Legal practice management software
1001+ employees
Be an early applicant
CA$62.1-83.9k
2+ days a week in office
1001+ employees
Company mission
To transform the legal experience for all.
Role
Who you are
- Although we are keen to consider candidates from different backgrounds, the following skills and experience would be beneficial for this role:
- Bachelor’s degree or diploma (or currently in your final semester with an expected graduation by August 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)
- A passion for providing a high level of customer service and being willing to go the extra mile in all your engagements
- Exemplary communication skills across both written and verbal interactions
- Previous experience in a customer facing technical support role
- Prior experience of working with cloud-based software or Azure hosted applications
- Working knowledge of Microsoft SQL could be an advantage
- Although not essential, previous experience of working within the legal industry could be beneficial
What the job involves
- We are looking for an enthusiastic and dedicated Customer Support Specialist to join our growing team of support professionals who consistently strive to provide an exemplary support experience to a variety of customers across the globe, working at the cutting edge of legal technology!
- As a Customer Support Specialist for Clio Operate (formally known as ShareDo), you will be responsible for providing reliable technical support to customers using our enterprise SaaS platform
- Your primary duties will include reviewing and resolving incoming support tickets, ensuring that issues are addressed within the agreed Service Level Agreements (SLAs), and collaborating with internal teams to ensure timely and accurate resolutions
- You will act as a key point of contact for customers, troubleshooting technical issues, providing guidance on platform usage, and escalating complex problems when necessary
- A key focus of this role will also be around continuous process improvement
- You will regularly review tickets to identify trends, recurring issues, and potential areas for improvement. By analysing past support cases, you will work proactively to implement better solutions, streamline workflows, and enhance the overall customer experience
- Your contributions will help drive the ongoing optimisation of our Service Desk operations, ensuring a more efficient and effective support process for both clients and internal teams
- Build and maintain strong relationships with customers, providing a high level of support and service
- Prioritise a high level of communication to ensure customers receive timely responses and updates on tickets
- Develop a good understanding of the Clio Operate (ShareDo) platform and how to provide effective first-line triage for support issues
- Use your product knowledge to manage customer expectations and deliver solutions effectively, aiming to reduce the need for escalations
- Maintain a high "first fix" ratio by resolving tickets at the first point of contact wherever possible, without needing to escalate to second-line support
- Contribute your ideas and experience to the ongoing development of best practices
- Innovate new ideas for process improvements, ensuring they are escalated and actioned appropriately
- Contribute towards ticket analysis to improve knowledge and training across the team and wider business
- Assist in prioritising tickets within the Service Desk, ensuring that issues are addressed in order of importance and urgency
- Act as the first line of contact for support requests from both new and existing customers, providing prompt and professional assistance
- Perform the initial triage of tickets, analyse the issue, and, where necessary, escalate for development
- Monitor progress on outstanding bug fixes and provide updates to customers as required
- Work within the boundaries of Service Level Agreements (SLAs) to ensure timely responses and resolutions
- Proactively monitor support dashboards to identify and raise tickets on behalf of customers where needed
- Coordinate with customers regarding the status of open issues, ensuring clear communication
- Assist in compiling monthly reports on Service Desk performance and ticket resolution
Application process
- End Date: October 21, 2026
Our take
Modern law firms increasingly manage their work digitally but the lack of a specialized 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 significant funding and benefited from the COVID-era shift toward cloud technologies. More recently, the company has experienced rapid growth following the integration of AI into its platform in 2023. Alongside this, it surpassed $200M in annual recurring revenue (ARR) in mid-2024 and has since grown to an impressive $500M ARR. The company was valued at $5B following a $500M funding round in 2025, with the investment supporting further AI development and platform expansion.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Specialized learning and development programs and access to an in-house performance coach
- Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
- Access to pay transparency on all of our global roles
- Company equity for applicable employees
- RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
- Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
- Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
- Parental leave options for birthing and non-birthing parents
- A $500 contribution to your child’s RESP
- Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
- Virtual and In-person Wellness Programs to support mental and physical health
- Paid time for volunteering through our Clio Gives program
- $2000 annual counseling benefit for CAD Clions
Company HQ
Burnaby, BC
Leadership
Jack Newton
(Founder & CEO)Alongside serving as Clio's CEO since founding the company in 2008, Jack is an Advisor at Athennian, dealcloser, and Logikcull. Previously, they were a Board Member at ROSS Intelligence and a Director of Product Development at Chenomx.
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