Intermediate Customer Support Specialist (Legal or Accounting Background)

About the role

We are currently seeking an Intermediate Customer Support Specialist to join our Customer Support Team in our Burnaby, Calgary, or Toronto offices. What our Customer Support team does: Clio's Customer Support team is an incubator for talent in our rapidly growing company. We hire people who are Human and High Performing, who are motivated to provide customers an effortless experience with our products. In addition to becoming product experts, members of our Customer Support team educate customers about our products, promoting product and feature adoption. Our team members are smart, technically proficient, and driven. We intentionally foster a unique culture built on growth, empowerment, and accountability by hiring great people, giving them tools and coaching, and letting them run at their own pace. As an Intermediate Customer Support Specialist, you have moved beyond the foundations and are deepening your product expertise, taking on more complex customer interactions, and beginning to help shape the growth of those around you. You'll serve as a resource for newer team members, contribute to team initiatives, and continue building toward senior-level impact.

Responsibilities

• Handling inbound requests via phone, chat, and email while maintaining high Customer Satisfaction scores and meeting a high bar of performance;
• Learning the Clio products, including our core platforms and cutting-edge AI-powered solutions, to proactively solve customer challenges;
• Deepening your product knowledge over time to confidently handle a broader range of customer issues;
• Troubleshooting and resolving issues in collaboration with Technical Escalations, Product, and Customer Success teams;
• Mentoring and supporting newer team members, helping them navigate onboarding questions, build product confidence, and develop their skills;
• Serving as a go-to resource for peers on product questions, sharing knowledge and best practices across the team;
• Promoting self-help resources and driving client engagement;
• Making proactive recommendations of additional Clio products that could benefit the customer;
• Capturing product feedback and staying updated on new releases to maintain expertise, including developments in AI capabilities and features;
• Contributing to projects that improve departmental processes, documentation, and resources;
• Supporting a positive team culture through knowledge-sharing and collaborative problem-solving.
• What you may have:
• A strong customer focus and genuine eagerness to help customers succeed;
• Experience in a customer-facing support or service role, ideally in a SaaS or tech environment;
• Familiarity with web-based/SaaS applications;
• Experience with Salesforce or similar CRM software;
• Proficiency in Google Suite, Microsoft Office, and operating systems like Windows or Mac.
• Bonus points if you have:
• Legal Industry Background : Experience working at or supporting a law firm, legal tech company, or legal services organization (this is a significant plus);
• Accounting or Finance Background : Experience in bookkeeping, accounting, or FinTech (knowledge of Trust Accounting or IOLTA is a strong asset);
• Legal Tech Familiarity : Hands-on experience with legal practice management software or Law Society compliance standards;
• Technical Skills : Experience using APIs, building integrations, and familiarity with tools like Postman;
• Programming Knowledge : Skills in R, Python, HTML, Ruby, SQL, or similar languages;
• Research, Tutoring, or Leadership Experience : Prior experience in research, tutoring, or leading others in any context;
• Customer Service Excellence : A track record of delivering exceptional customer service, including problem-solving, multitasking, and clearly summarizing i

Requirements

• A collaborative team player who shares knowledge and supports those around you;
• Curious and driven to continuously improve; you ask questions, seek out answers, and grow from feedback;
• Detail-oriented and analytical, with a knack for breaking down complex problems into clear solutions;
• A self-starter who takes ownership of your work and looks for ways to improve;
• Radically candid, offering and receiving feedback comfortably;
• Technically adept and quick to grasp new concepts, including AI-powered tools, to provide confident guidance and troubleshooting;
• Skilled at multitasking and prioritizing in fast-paced settings;
• Effective at managing time and meeting commitments;
• A clear communicator, both written and verbal, who can translate complex product and workflow questions into easy-to-understand solutions for our customers;
• Passionate about solving customer problems with patience, empathy, and understanding.

Benefits

Additional Information

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 .

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