Summary:

We are currently seeking an Intermediate Customer Support Specialist to join our Customer Support Team in our Burnaby, Calgary or Toronto offices.

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.

​

What you'll be doing:

• 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.

What you may have:

• A strong customer focus and are eager to help customers succeed;

• Experience with web-based/SaaS applications;

• Experience in Legal 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 you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office minimum 2 days per week on our Anchor Days.

• Flexible time off policy, with an encouraged 20 days off per year.

• $2000 annual counseling benefit

• RRSP matching and RESP contribution

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years​

The full salary range* for this role is $62,100 to $73,000 to $83,900 CAD.Please note salary bands may differ based on location and local currency. Additionally, benefit offerings may differ depending on the employee's location.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

Disclaimer: We only communicate with candidates through official @clio.com email addresses.