Customer Support Specialist, Enterprise

Themis Solutions (Australia) Pty Ltd; Sydney; Hybrid; AUD 78,000 - 105,000; Full time

Benefits offered by this job

Health benefits

Hybrid work twice weekly in Sydney

20 days off per year

Clioversary recognition

Job summary

Clio is seeking an Intermediate Customer Support Specialist to join the APAC Enterprise Support team. You will be the first point of contact for enterprise customers using Clio Operate, helping them maximize value and resolve issues quickly.

You'll work with second-line support, product and engineering teams, triaging tickets, maintaining high first-contact resolution, and contributing to service desk improvements as Clio scales in the APAC region.

Qualifications

• 2+ years in customer support, preferably B2B SaaS or enterprise software.
• Strong troubleshooting and root-cause analysis skills.
• Excellent written and verbal communication.
• Experience with Jira Service Management, Zendesk, Freshdesk or ServiceNow.
• Customer-first mindset with calm under pressure.
• Strong organizational and multitasking abilities.
• Experience supporting enterprise customers is a bonus.
• Familiarity with ITIL or service desk best practices.
• Knowledge of logs, APIs, or integrations is a plus.
• Experience with legal tech or professional services is a plus.

Responsibilities

• Build and maintain strong relationships with enterprise customers.
• Provide timely responses with proactive updates on tickets.
• Explain technical information clearly to users at all levels.
• Manage customer expectations with empathy.
• Perform first-line triage to identify needs.
• Maintain a high first-fix rate with minimal escalations.
• Stay updated on new features to guide customers.
• Triage and analyse incoming tickets and escalate when needed.
• Meet service levels and response times.
• Keep detailed records in the ticketing system.

Skills

Customer support

B2B SaaS experience

Troubleshooting

Communication skills

Ticketing systems (Zendesk/Freshdesk/…

Tools

Zendesk

Freshdesk

ServiceNow

Jira Service Management

Job description

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're looking for an Intermediate Customer Support Specialist to join our Enterprise Support team in APAC, supporting customers on Clio Operate. Operate is our enterprise platform that helps large law firms and in-house legal teams manage complex matters and automate their workflows. You'll be the first point of contact for our enterprise customers across APAC, helping them get the most out of a platform their teams rely on every day. You'll work closely with our second-line support, product and engineering teams to resolve issues quickly and keep customers informed. You'll also help shape how our service desk runs as we grow.

What You'll Be Doing

Customer Engagement

• Build and maintain strong, trusted relationships with enterprise customers, providing a consistently high level of support and service
• Make sure customers get timely responses and clear, proactive updates on their tickets
• Communicate technical information clearly and confidently to users at every level, from end users to IT and practice leaders
• Manage customer expectations with empathy, especially when issues are complex or time-sensitive

Product Knowledge

• Build a deep understanding of Clio Operate and how our customers use it in their day-to-day work
• Provide first-line triage for issues, quickly working out what's happening and what the customer needs
• Maintain a high first-fix rate by resolving tickets at the first point of contact, without escalating to second-line support
• Use your product knowledge to deliver effective solutions and reduce unnecessary escalations
• Stay up to date with new features and releases so you can guide customers through changes

Service Desk Operations

• Act as the first point of contact for support requests from new and existing customers, providing prompt and professional help
• Triage and analyse incoming tickets, and elevate to second-line support or development when needed, with clear, well-documented detail
• Help prioritise tickets within the service desk so issues are handled in order of importance and urgency
• Meet agreed service levels and response times
• Keep accurate, detailed records of every customer interaction in our ticketing system

Service Desk Best Practice and Continuous Improvement

• Contribute to developing service desk best practices and processes
• Suggest new ideas for process improvements, and make sure they're raised and actioned with the right people
• Analyse ticket trends to spot recurring issues, knowledge gaps and training opportunities
• Create and maintain knowledge base articles and internal documentation so customers and colleagues can find answers faster
• Share customer feedback and insights with our product and engineering teams to help improve Operate

What You Bring

• 2 or more years' experience in a customer support, service desk or technical support role, ideally supporting a B2B SaaS or enterprise software product
• Strong troubleshooting skills, and the curiosity to dig into an issue until you understand the root cause
• Excellent written and verbal communication skills, with the ability to explain technical concepts in plain language
• Experience working in a ticketing system such as Zendesk, Freshdesk, ServiceNow or Jira Service Management
• A customer-first mindset, with the patience and professionalism to handle complex or high-pressure situations
• Strong organisational skills and the ability to manage and prioritise multiple tickets at once
• A team-player attitude and a genuine interest in improving how things are done
• Nice to Have Experience supporting enterprise customers or large, complex software deployments
• Familiarity with ITIL or service desk frameworks
• Technical skills such as reading logs, basic SQL, or understanding APIs and integrations
• Experience in or exposure to legal technology, professional services or law firms
• Experience with workflow, case management or document management platforms

What you will find here:

Some highlights of our Total Rewards program include:

• Competitive, equitable salary (exclusive of superannuation) with top-tier health benefits
• 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

The expected salary range for this role is $77,800 to $105,200 AUD. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.

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

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, 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 at clio.com/careers.

About Clio

Clio is on a mission to transform the legal experience for all. Clio is the global leader in legal AI, building the platform that powers the future of legal work. With the scale, data, and ambition to redefine how the legal industry operates, we are advancing a comprehensive strategy that spans the full lifecycle of legal work-from knowledge and insight to execution and outcomes. At the center of this vision is the Intelligent Legal Work Platform, the legal industry’s first System of Action. By combining Clio’s core product suite with Clio Work and AI-native capabilities, the platform turns information into insight and insight into action. As we expand into the enterprise, Clio for Enterprise extends this foundation to support the complexity, scale, and operational rigor of global organizations through solutions like Clio Operate and Vincent by Clio. Backed by industry-leading data and intelligence, Clio is building the infrastructure that enables legal teams to operate with greater speed, confidence, and impact. Clio’s leadership and momentum have been recognized globally. In 2022, we achieved Centaur status, a milestone reached by fewer than 200 private SaaS companies worldwide. We are a proud honoree of the Forbes Cloud 100 and Fortune’s Future 50, have been named Innovator of the Year, and are a Platinum Club member of Canada’s Best Managed Companies. We are consistently recognized as one of Canada’s Top 100 Employers and a Top Employer for Young People, with our international offices also earning placements on Great Place to Work’s Best Workplaces lists. Headquartered in Vancouver, Canada, Clio has grown to more than 2,000 employees across offices in Toronto, Calgary, Dublin, Manchester, Sydney, Barcelona, and Bogotá—bringing together diverse perspectives to solve one of the world’s most complex and impactful professional challenges. Join Clio and help define the future of legal work through AI. Learn more at clio.com/careers.