APAC Enterprise Support Specialist, Operate (Hybrid)

Clio; Sydney; Hybrid; AUD 78,000 - 105,000; Full time

Benefits offered by this job

Hybrid work environment

Top-tier health benefits

20 days flexible time off

Clioversary recognition program

Job summary

Clio is seeking an Intermediate Customer Support Specialist to join our Enterprise Support team in APAC, supporting customers on Clio Operate. You’ll be the first contact for enterprise customers across APAC, working with second-line support, product and engineering to resolve issues quickly.

You will triage, resolve, and document issues, while helping shape service desk operations as we scale. A strong customer-first mindset and 2+ years in SaaS support are required.

Qualifications

• 2+ years in a customer support role for B2B SaaS or enterprise software.
• Strong troubleshooting to identify root causes.
• Excellent written and verbal communication; explain tech clearly.
• Experience with Zendesk, Freshdesk, ServiceNow or Jira Service Management.
• Customer-first mindset with patience in high-pressure situations.
• Organisational skills to manage multiple tickets.
• Team-player with a drive to improve processes.

Responsibilities

• Build and maintain strong relationships with enterprise APAC clients and provide high-level support.
• Perform first-line triage and guide customers to solutions; reduce escalations.
• Triage, analyse tickets, and escalate to second-line with clear details.
• Document processes and share feedback to improve Operate.

Skills

Customer support

Troubleshooting

Written & verbal comms

Ticketing systems

Customer-first mindset

Prioritisation

Team-player

Tools

Zendesk

Freshdesk

ServiceNow

Jira Service Management

Job description

Clio is seeking an Intermediate Customer Support Specialist to join our Enterprise Support team in APAC, supporting customers on Clio Operate. You’ll be the first contact for enterprise customers across APAC, working with second-line support, product and engineering to resolve issues quickly.

You will triage, resolve, and document issues, while helping shape service desk operations as we scale. A strong customer-first mindset and 2+ years in SaaS support are required.