Customer Support Specialist at Clio

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal TechIndustries

Requirements

Bachelor’s degree in a relevant field, or equivalent practical experience
Excellent analytical skills
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
Serious bonus points if you have: Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution

Responsibilities

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

Skills

Customer Support

Troubleshooting

Technical Support

Product Knowledge

Chat Support

Email Support

Phone Support

Knowledge Base Management

Customer Success

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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