Customer Support Specialist

Clio•Vancouver, BC

8d•CA$56,000•Hybrid

About The Position

Clio is seeking Customer Support Specialists to join their Customer Support Team in their Burnaby office. They welcome candidates from various backgrounds, including early-career professionals, recent graduates, and career changers. The Customer Support team is described as a talent incubator within the company, focusing on hiring Human and High Performing individuals motivated to provide an effortless customer experience. Team members become product experts, educate customers, and promote product adoption. The culture emphasizes growth, empowerment, and accountability, with opportunities for structured product training, 1:1 coaching, and development. Members receive opportunities to learn about other business areas and can transition into other roles within or beyond the Support organization after 12-24 months, based on performance and contributions. High performance is indicated by successfully resolving technical questions, meeting targets, and coaching new hires. The team is presented as an ideal place to learn products, assist customers and teammates, and launch a career at a fast-growing company.

Requirements

Bachelor’s degree or diploma (or currently in final semester with expected graduation by May 2026, or recent graduate within the past 2 years).
Educational background in Computer Science, Business, Communications, or other related fields with transferable skills relevant to customer support (e.g., problem-solving, communication, or technical aptitude).
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.

Nice To Haves

Technical, hard science, or accounting major/minor.
Experience in the legal industry and/or knowledge of the justice system.
Experience using APIs, building integrations, and knowledge of Postman.
Skills in R, Python, HTML, Ruby, SQL, etc.
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.

Responsibilities

Handling inbound support requests by phone, AI-enabled chat, and email with a focus on delivering exceptional customer experiences to legal professionals and their clients.
Becoming a product expert; diagnosing, troubleshooting, and resolving product issues effectively.
Serving as a trusted advisor; providing solutions and coaching that enables customers to leverage Clio to do their work more efficiently.
Identifying when a customer is a fit for an additional product or service, and connecting them with the appropriate team to learn more.
Capturing customer feedback for Product teams.
Driving career growth and development while Getting Better Every Day and contributing to a Win and Help Win culture.

Benefits

Competitive, equitable salary
Top-tier health benefits
Dental insurance
Vision insurance
Hybrid work environment
Flexible time off policy, with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching
RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years