We are currently seeking a Senior AI Builder & Analyst to support our Customer Support organization

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 building and honing the tools that make it real, then handing off something the team can run

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 clear 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 contact) wherever a built tool beats a manual process, translating the data into recommendations leadership can act on

Partnering with People/TAcq, Finance, and Product to keep the tools you build aligned to business growth and workforce planning needs

Requirements





4+ years of experience working in a contact center or SaaS support environment

A bias for action and comfort operating without a lot of structure, this role is being built as the team's scope evolves, not stepping into something fully mapped out

Hands-on experience building AI-assisted workflows or tools, not just using them: prompt engineering, agentic workflows, AI QA scoring, or similar

A track record of translating complex, technical work into something a non-technical stakeholder can act on

Robust reporting and data visualization skills (Looker, Salesforce, or advanced Excel/Sheets); comfort with SQL or a willingness to get there fast

Working knowledge of core WFM and QA metrics (SLA, AHT, shrinkage, occupancy, utilization, DSAT, repeat contact) and what actually moves them

Experience with Talkdesk, Service Cloud, or a comparable contact center platform

Exposure to building or evaluating AI teammates or agentic tooling in a live operational environment

Benefits

Specialized learning and development programs and access to an in-house performance coach

Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor

Access to pay transparency on all of our global roles

Company equity for applicable employees

RRSP-matching in Canada, 401k in the US, and pension plans in Ireland

Hybrid model - striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote

Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)

Parental leave options for birthing and non-birthing parents

A $500 contribution to your child's RESP

Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program

Virtual and In-person Wellness Programs to support mental and physical health

Paid time for volunteering through our Clio Gives program

$2000 annual counseling benefit for CAD Clions

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📌 Senior AI Builder and Analyst (Customer Support) (British Columbia)
🏢 Clio
📍 British Columbia