Intermediate Customer Support Specialist, Clio
CA$62.1-83.9k
2+ days a week in office (Burnaby, BC)
Legal practice management software
Open for applications
Legal practice management software
1001+ employees
Open for applications
CA$62.1-83.9k
2+ days a week in office (Burnaby, BC)
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 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 with web-based/SaaS applications
- Experience in Legal, Accounting, Bookkeeping or other professional service industries
- 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
- We are currently seeking an Intermediate Customer Support Specialist to join our Customer Support Team in our Burnaby or Calgary office
- 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
- Effectively using call & chat control and de-escalation techniques to handle difficult situations
- Troubleshooting and resolving issues with Technical Escalations, Product, and Customer Success teams, including root cause analysis and workarounds
- Sharing knowledge with peers through coaching and consultations
- Mentoring new hires to ensure proficiency with Clio values, product, and workflows
- 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 Escation teams to develop knowledge resources and training activities for new AI tools
- This role is a backfill for an existing position
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 and benefited from the COVID-era move to cloud technologies. Most recently, it raised a 2024 Series F round, which saw the company attain a valuation exceeding $3 billion. This funding is being used to accelerate AI development and to allow existing investors and employees to cash out their shares.
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
Company HQ
Burnaby, BC
Leadership
Jack Newton
(Founder & 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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