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Customer Support Specialist
Full-time
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 Customer Support Specialist to join our Customer Support Team in APAC.
What your 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 also 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.
What you'll work on:
Handle a high volume of inbound requests by phone, chat, and email with an eye for making the customer experience feel as effortless as possible
Advocate for the value Clio provides and becoming an expert in all of Clio’s features and functionality
Methodically troubleshoot technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and Customer Success teams
Confidently answer questions when asked, providing advice, training solutions and proactively solving the customer's next challenge to help them get the most out of working with Clio
Add to our knowledge base, consistently checking for quality, and coach our users in the usage of self-serve resources
Capture feedback on the product for use by our Product team
Contribute to personal and group projects to improve service delivery and processes across the department
What you'll bring:
Bachelor’s degree in a relevant field, or equivalent practical experience
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
Serious bonus points if you have:
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
What you will find here:
Some highlights of our Total Rewards program include:
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
Flexible time off policy, with an encouraged 20 days off per year.
Exclusive of superannuation
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
