Customer Support Specialist

Themis Solutions Inc.; Calgary; Hybrid; CAD 52,000 - 71,000; Full time

Benefits offered by this job

Health benefits

Hybrid work environment

Flexible time off

Counseling benefit

RRSP matching

RESP contribution

Job summary

Clio in Canada is hiring Customer Support Specialists to join our teams in Burnaby and Calgary. We welcome candidates from diverse backgrounds including early-career professionals, graduates, and career changers looking to grow in tech.

You will diagnose, troubleshoot, and resolve product issues, coach customers to use Clio efficiently, and collaborate with teams to drive product adoption. A flexible, growth-driven culture awaits.

Qualifications

• Bachelor’s degree or diploma, or final semester with August 2026 graduation.
• Educational background in Computer Science, Business, Communications, or related fields with transferable skills relevant to customer support.
• Excellent analytical skills and 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.

Responsibilities

• Handling inbound support requests by phone (majority of interactions), AI-enabled chat, and email with a focus on delivering exceptional customer experiences to legal professionals and their clients.
• Becoming a product expert; diagnosing, troubleshooting, and resolving product issues effectively.
• Serving as a trusted advisor; providing solutions and coaching that enables customers to leverage Clio to do their work more efficiently.
• Identifying when a customer is a fit for an additional product or service, and connecting them with the appropriate team to learn more.
• Capturing customer feedback for our Product teams.
• Driving your career growth and development while Getting Better Every Day and contributing to a Win and Help Win culture.

Skills

Analytical skills

Verbal & written communication

Customer service mindset

Growth mindset

Education

Bachelor’s degree or diploma

Final semester by Aug 2026

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 are looking for Customer Support Specialists to join our teams in Burnaby and Calgary. We welcome candidates from a variety of backgrounds and experiences, including early-career professionals, recent graduates, career changers, and individuals looking to build or grow their careers in tech.

What our customer support team does

Clio’s Customer Support team is an incubator for talent in our rapidly growing company. We hire people who are Human and High Performing, who are motivated to provide customers an effortless experience with our products. In addition to becoming product experts, members of our customer support team also educate customers about our products, promoting product and feature adoption. Our team members are smart, technically proficient, and driven. We intentionally foster a unique culture built on growth, empowerment, and accountability by hiring great people, giving them tools and coaching, and letting them run at their own pace. Members of the Support team receive structured product training, 1:1 coaching and development, and opportunities to learn about other areas of the business. With strong performance and contributions to our team culture, you will earn opportunities to apply your product and technical expertise in other roles within and beyond the Support organization after completing 12-24 months in role. You’ll know that you’re on the path to high performance when you are able to successfully resolve our customers’ technical questions, consistently beat targets, and coach a recent hire through their onboarding questions. The Customer Support team is the best place to learn our products, help our customers and teammates, and launch your career at one of Canada’s fastest growing companies!

What you'll be doing

• Handling inbound support requests by phone (majority of our interactions), AI-enabled chat, and email with a focus on delivering exceptional customer experiences to legal professionals and their clients.
• Becoming a product expert; diagnosing, troubleshooting, and resolving product issues effectively.
• Serving as a trusted advisor; providing solutions and coaching that enables our customers to leverage Clio to do their work more efficiently.
• Identifying when a customer is a fit for an additional product or service, and connecting them with the appropriate team to learn more.
• Capturing customer feedback for our Product teams.
• Driving your career growth and development while Getting Better Every Day and contributing to a Win and Help Win culture.

What you may have

• 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).
• Excellent analytical skills and 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.

Bonus points if you have

• Technical, hard science, or accounting major/minor.
• Experience in the legal industry and/or knowledge of the justice system.
• Experience using APIs, building integrations, and knowledge of Postman.
• Skills in R, Python, HTML, Ruby, SQL, etc.
• Prior research, tutoring, and leadership experience.
• Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution.

Working Hours

This is a full time, permanent position. Our Customer Support Specialists work with a flex shift model; this means you will be given a 90 minute window in which your shifts will start and end. The start time may change day to day within that window however you will always know your shifts two weeks in advance. For example, if your flex shift is 9-10:30am PT, you will never start before 9am PT or later than 9:30am PT, and will work an 8 hour shift from that start time. Our shift requirements for new hires change on a regular basis to meet business requirements. Occasionally a shift could start as early as 6am PT and end as late as 12am PT, but most shifts operate within core business MT hours.

What you will find here

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.
• The expected salary range for this role is $52,100 to $70,500 CAD. 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.

Disclaimer

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

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.