Customer Support Specialist at Clio

Vancouver, British Columbia, Canada

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Technology, SaaSIndustries

Requirements

Confidence in interacting with diverse customers
Enthusiasm for customer service
Ability to learn and adapt quickly
Strong problem-solving skills
Willingness to work onsite in Burnaby or Toronto
Ability to work full-time flex shifts within a 90-minute window, potentially starting as early as 6am PT and ending as late as 12am PT

Responsibilities

Handle a high volume of inbound requests via phone, chat, and email
Provide exceptional customer support through various channels
Become an expert in Clio’s features and functionality
Troubleshoot technical product issues and escalate complex problems to Technical Escalations, Product, and Customer Success teams
Educate and coach customers on Clio’s features, benefits, self-serve resources, and group training
Provide guidance, needs-based solutions, and proactively identify customer challenges
Identify potential upsell opportunities and connect customers with relevant teams
Capture customer feedback for product improvement
Own your own development and career growth

Skills

Key technologies and capabilities for this role

Customer ServicePhone SupportChat SupportEmail SupportTechnical TroubleshootingProduct KnowledgeUpsellingCustomer Feedback

Questions & Answers

Common questions about this position

Is this position remote or onsite?

The position is onsite and requires working in either the Burnaby or Toronto hub offices.

What are the working hours like for this role?

It's a full-time flex shift with a 90-minute window each day where shifts start and end, potentially starting as early as 6am PT and ending as late as 12am PT, with schedules communicated two weeks in advance.

What skills are required for the Customer Support Specialist role?

Key requirements include confidence in interacting with diverse customers, enthusiasm for customer service, ability to learn and adapt quickly, and strong problem-solving skills.

What is the salary for this position?

This information is not specified in the job description.

What does the Customer Support team focus on at Clio?

The team focuses on providing an effortless customer experience and sharing the value of Clio products, while contributing to product improvement through customer feedback.

Clio

Legal practice management software provider

About Clio

Clio provides legal practice management software that helps law firms operate more efficiently. Its two main products, Clio Grow and Clio Manage, serve different purposes: Clio Grow enhances the client intake process and engagement, while Clio Manage allows firms to organize tasks, manage cases, handle documents, and process payments in one platform. Clio caters to a diverse clientele, from solo practitioners to large firms, and operates on a subscription model, charging users monthly or annually for access to its software. The goal of Clio is to improve the efficiency of legal practices and reduce administrative burdens, ultimately supporting their growth.

Burnaby, CanadaHeadquarters

2008Year Founded

$1,279.9MTotal Funding

SERIES_FCompany Stage

LegalIndustries

1,001-5,000Employees

Benefits

Company equity

401k

Parental leave options and stipend

Flexible paid time off

Stipend to support WFH

Various wellness benefitsand programs

Risks

Emerging AI-driven legal tech startups could challenge Clio's market share.

Staying private may limit Clio's access to public market capital.

Significant investment in AI and expansion may strain Clio's resources.

Differentiation

Clio offers a comprehensive suite for law firm management, including client intake and payments.

Clio's products, Clio Grow and Clio Manage, streamline operations for legal professionals.

Clio's cloud-based platform supports solo practitioners and large law firms alike.

Upsides

Clio raised $900M in 2024, marking the largest Canadian software funding round.

Clio plans to enhance AI capabilities and expand into international markets.

Clio's subscription model generates $200M in annual recurring revenue.

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