Customer Support Specialist

Title: Customer Support Specialist

Location: Remote - Australia / Canada(Vancouver, Calgary, Toronto, Dublin and Sydney

Work Type:Remote,  Hybrid,  Full Time

Job ID: REQ-4850

Job Description:

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are currently seeking a Customer Support Specialist to join our Customer Support Team in APAC.

What your team does:

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.

What you'll work on:

• Handle a high volume of inbound requests by phone, chat, and email with an eye for making the customer experience feel as effortless as possible

• Advocate for the value Clio provides and becoming an expert in all of Clio's features and functionality

• Methodically troubleshoot technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and Customer Success teams

• Confidently answer questions when asked, providing advice, training solutions and proactively solving the customer's next challenge to help them get the most out of working with Clio

• Add to our knowledge base, consistently checking for quality, and coach our users in the usage of self-serve resources

• Capture feedback on the product for use by our Product team

• Contribute to personal and group projects to improve service delivery and processes across the department

What you'll bring:

• Bachelor's degree in a relevant field, or equivalent practical 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

Serious bonus points if you have:

• Prior research, tutoring, and leadership experience

• Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution

This role is a backfill for an existing position.

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, Dublin and Sydney) to be in office minimum twice per week.

• 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 expected new hire base pay for this role is $56,000 CAD.

• Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

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.