Senior Customer Support Specialist, Clio
CA$74.8-101.2k
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$74.8-101.2k
2+ days a week in office
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
- A collaborative team player who shares knowledge generously
- Innovative, improving workflows and sharing best practices
- A self-starter who grows individually and helps others do the same
- Radically candid, offering and receiving feedback comfortably
- Technically adept and quick to grasp new concepts, especially those related to AI, to provide expert guidance and troubleshooting
- A role model and coach who demonstrates professionalism and positivity
- Skilled at multitasking and prioritizing in fast-paced settings
- Effective at managing time and meeting commitments
- A skilled communicator, both written and verbal, who conveys empathy
- Passionate about solving complex problems with patience and understanding
Desirable
- A strong customer focus and are eager to help customers succeed
- Experience in Legal or other professional service industries
- Experience with web-based/SaaS applications
- You are familiar with Salesforce or similar CRM software
- You are proficient in Google Suite, Microsoft Office, and operating systems like Windows or Mac
What the job involves
- Handling inbound requests via phone, chat, and email while maintaining high Customer Satisfaction scores and meeting a high-bar of performance
- Mastering the Clio products, including our core platforms and cutting-edge AI-powered solutions, to proactively solve customer challenges
- Providing support on high-priority interactions, including escalated issues and requests from high-value customers
- Troubleshooting and resolving issues with Technical Escalations, Product, and Customer Success teams, including root cause analysis and workarounds
- Serving as a coach and mentor to other team members, helping them master the products and better serve our customers
- Providing consultation to Support team members, offering product expertise to assist in resolving customer issues
- Promoting self-help resources and driving client engagement
- Making proactive recommendations of additional Clio products that could benefit the customer
- Capture product feedback and stay updated on new releases to maintain expertise, including developments in AI capabilities and features
- Contributing to projects that enhance processes, service delivery, and team culture
- Partner with members of Support Leadership, Enablement, and Technical Escalation teams to develop knowledge resources and training activities for new AI tools
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
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
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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