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 Senior AI Builder & Analyst to support our Customer Support organization. This role is available to candidates in our Burnaby, Calgary, or Toronto hub locations. What Your Team Does Customer Support, spanning Core Support, Technical Escalations, and Workforce Management, makes sure our people, tools, and processes are lined up to meet our customers where they are. As Clio moves further into an AI-first operating model, this role is where that shift is built: the tools, workflows, and collaboration that let a lean team see further and move faster across every function in Support. This is a builder's role first. You're not just analyzing how AI could help; you're the one buildingand honing the tools that make it real, then handing off something the team can run. What You'll Work On Designing, building,



and continuously refining AI-assisted tools and workflows for Support, Technical Escalations, and Workforce Management, closing the gap between "AI could help here" and a tool the team actually uses. Owning the technical build: prompt design, workflow logic, integration with our existing stack, and ongoing tuning as needs change. Partnering directly with leaders across Support, TechEsc, CSOps and WFM to identify where a built tool beats a manual process, and prioritizing accordingly; identifying where AI tooling should go next. Optimizing and maintaining the AI-assisted QA tooling that turns conversation and case data into explicit signal on quality and DSAT drivers, working closely with the QA program owner. Designing dashboards and reporting that make quality trends visible to frontline leaders, not just to Support leadership. Building and automating reporting on core Support metrics (SLA, occupancy, utilization, shrinkage, repeat email addresses. #J-18808-Ljbffr

📌 Senior Ai Builder And Analyst, Customer Support (Calgary)
🏢 CAPITALG
📍 Calgary