Customer Support Specialist – Burnaby / Calgary

Clio’s Customer Support team is dedicated to delivering exceptional customer experiences to legal professionals and their clients. Members of the team serve as product experts, troubleshoot and resolve technical issues, and guide customers in adopting Clio’s solutions.

Responsibilities

- Handle inbound support requests by phone, AI‑enabled chat, and email, focusing on delivering exceptional customer experiences.
- Diagnose, troubleshoot, and resolve product issues and serve as a trusted advisor to help customers use Clio more efficiently.
- Identify when a customer may benefit from additional products or services and connect them to the appropriate team.
- Capture customer feedback for the Product teams.
- Drive your career growth and development; coach new hires through onboarding.
- Contribute to a “Win and Help Win” culture, continually improving service.

Qualifications

Bachelor’s degree or diploma (or final semester with expected graduation next month) in Computer Science, Business, Communications, or a related field with transferable skills relevant to customer support.

Excellent analytical skills, impeccable verbal and written communication, and the ability to explain technical concepts to non‑technical audiences.

Curiosity about law, tech, and AI, and the desire to help people solve problems.

Growth mindset, optimism, and enthusiasm for working in a high‑performing team.

Desired Skills (Bonus Points)

- Background in technical, hard science, or accounting majors/minors.
- Experience in the legal industry or knowledge of the justice system.




- Experience using APIs, building integrations, Postman knowledge.
- Programming skills in R, Python, HTML, Ruby, SQL, etc.
- Prior research, tutoring, and leadership experience.
- Proven customer‑service experience, multitasking, and summarizing issue resolutions.

Working Hours

This is a full‑time, permanent position with a flex‑shift model. Shifts have a 90‑minute start window; for example, a 9‑10:30amPT window means shifts start between 9am and 9:30amPT for an 8‑hour shift. Shift timing varies and may start as early as 6amPT or as late as 12amPT, but most shifts operate within core business MT hours. Two weeks’ Advance notice is provided for shift schedules.

Compensation & Advantages

Competitive, equitable salary with base pay starting at$56,000CAD, supplemented with top‑tier health, dental, and vision insurance.

Hybrid work environment: local employees in Vancouver, Calgary, Toronto, Dublin, and Sydney are expected to be in the office minimum twice per week.

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

$2,000 annual counseling benefit; RRSP matching and RESP contribution.

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

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

We are committed to diversity, equity, and inclusion and welcome applicants from all backgrounds. Accessibility accommodations are available during the recruitment process. If you require an accommodation, please let us know and we will work with you to meet your needs.

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