Senior AI Builder and Analyst, Customer Support

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 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 building and 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 transparent 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.

In-house performance coach, Katie, helps Clions accelerate their career development.

At Clio, we’re creating a human and high performing culture. That means you’ll be encouraged and supported to do your best work. Find out what keeps us grounded. Learn more.

Redefining support by helping law firms solve complex business problems.

Every day I am surrounded by a group that keeps me laughing, but also inspires me with their hard work and ingenuity. Everyone here goes out of their way to help each other learn and grow.

📌 Senior AI Builder and Analyst, Customer Support (Canada)
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📍 Canada