Intermediate Customer Support Specialist

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 looking for an enthusiastic and dedicated Customer Support Specialist to join our growing team of support professionals who consistently strive to provide an exemplary support experience to a variety of customers across the globe, working at the cutting edge of legal technology!

As a Customer Support Specialist for Clio Operate (formally known as ShareDo), you will be responsible for providing reliable technical support to customers using our enterprise SaaS platform. Your primary duties will include reviewing and resolving incoming support tickets, ensuring that issues are addressed within the agreed Service Level Agreements (SLAs), and collaborating with internal teams to ensure timely and accurate resolutions. You will act as a key point of contact for customers, troubleshooting technical issues, providing guidance on platform usage, and escalating complex problems when necessary.

A key focus of this role will also be around continuous process improvement. You will regularly review tickets to identify trends, recurring issues, and potential areas for improvement. By analysing past support cases, you will work proactively to implement better solutions, streamline workflows, and enhance the overall customer experience. Your contributions will help drive the ongoing optimisation of our Service Desk operations, ensuring a more efficient and effective support process for both clients and internal teams.

Key Responsibilities

Customer Engagement

• Build and maintain strong relationships with customers, providing a high level of support and service.
• Prioritise a high level of communication to ensure customers receive timely responses and updates on tickets.

Product Knowledge

• Develop a good understanding of the Clio Operate (ShareDo) platform and how to provide effective first-line triage for support issues.
• Use your product knowledge to manage customer expectations and deliver solutions effectively, aiming to reduce the need for escalations.
• Maintain a high "first fix" ratio by resolving tickets at the first point of contact wherever possible, without needing to escalate to second-line support.

Service Desk Best Practices

• Contribute your ideas and experience to the ongoing development of best practices.
• Innovate new ideas for process improvements, ensuring they are escalated and actioned appropriately.
• Contribute towards ticket analysis to improve knowledge and training across the team and wider business.

Service Desk Operations

• Assist in prioritising tickets within the Service Desk, ensuring that issues are addressed in order of importance and urgency.
• Act as the first line of contact for support requests from both new and existing customers, providing prompt and professional assistance.
• Perform the initial triage of tickets, analyse the issue, and, where necessary, escalate for development.
• Monitor progress on outstanding bug fixes and provide updates to customers as required.
• Work within the boundaries of Service Level Agreements (SLAs) to ensure timely responses and resolutions.
• Proactively monitor support dashboards to identify and raise tickets on behalf of customers where needed.
• Coordinate with customers regarding the status of open issues, ensuring clear communication.

Service Desk Reporting

• Assist in compiling monthly reports on Service Desk performance and ticket resolution.

Skills and Experience

Although we are keen to consider candidates from different backgrounds, the following skills and experience would be beneficial for this role:

• Bachelor’s degree or diploma (or currently in your final semester with an expected graduation by August 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)
• A passion for providing a high level of customer service and being willing to go the extra mile in all your engagements.
• Exemplary communication skills across both written and verbal interactions.
• Previous experience in a customer facing technical support role.
• Prior experience of working with cloud-based software or Azure hosted applications.
• Working knowledge of Microsoft SQL could be an advantage.
• Although not essential, previous experience of working within the legal industry could be beneficial.

This is a new role.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week.

• Flexible time off policy, with an encouraged 20 days off per year.

• $2000 annual counseling benefit

• RRSP matching and RESP contribution

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated todiversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture atclio.com/careers

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.