Customer Support Specialist

Lexicata; Toronto; Hybrid; CAD 55,000 - 64,000; Full time

Job summary

A leading company is seeking a Customer Support Specialist for their Toronto hub. This full-time position focuses on providing exceptional customer experiences, troubleshooting issues, and sharing product knowledge. The role offers a competitive salary and a hybrid work environment, fostering a culture of empowerment and continuous improvement.

Benefits

Health, dental, and vision benefits

Flexible time-off policy

$2000 annual counseling benefit

RRSP matching and RESP contributions

Anniversary recognition program

Qualifications

• Strong verbal communication skills and ability to connect with diverse people.
• Excitement for solving new and complex problems.
• Ability to multitask and prioritize in a fast-paced environment.

Responsibilities

• Handling a high volume of inbound requests via phone, chat, and email.
• Troubleshooting technical issues and coordinating resolutions.
• Coaching users to leverage self-serve resources.

Skills

Communication

Problem Solving

Tech-savviness

Multitasking

Customer Focus

Tools

Zendesk

Google Suite

Microsoft Office

Job description

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Clio is more than just a tech company–we are a global leader transforming the legal experience for all by bettering the lives of legal professionals and increasing access to justice.

Summary

We are currently seeking a Customer Support Specialist to join our Customer Support Team in our Burnaby or Toronto hub offices.

What Your Team Does

This team is high energy and fast-paced. Our primary goal is to provide an effortless customer experience—fast, high-quality answers to any question. We are also focused on sharing the value of Clio products with our customers. Our team members are smart, engaged, resourceful, and driven. They embody our values by thriving as a team, approaching situations with optimism, and maintaining a solutions-oriented, human-centered mindset to help each other and our customers succeed. We foster a unique contact centre culture built on empowerment and accountability by hiring great people and giving them autonomy.

Working Hours

This is a full-time, permanent position. Our Customer Support Specialists work with a flex shift model, which means you will be given a 90-minute window in which your shifts will start and end. The exact start time may vary daily within that window, but 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 10:30am PT, and you will work an 8-hour shift from that start time.

Shift requirements for new hires may vary to meet business needs, potentially starting as early as 6am PT and ending as late as 12am PT. Your Talent Acquisition Specialist can provide more details.

What You'll Work On

• Handling a high volume of inbound requests via phone, chat, and email, focusing on making the customer experience effortless;
• Becoming an expert in all of Clio’s features and functionalities, and communicating the additional value that Clio provides;
• Methodically troubleshooting technical issues, reproducing problems, and coordinating resolutions with our Technical Escalations, Product, and Customer Success teams;
• Confidently handling a variety of inquiries, providing guidance, needs-based solutions, and proactively identifying upcoming customer challenges;
• Coaching users to leverage self-serve resources and group training opportunities;
• Identifying opportunities to introduce additional products or services and connecting customers with the appropriate team;
• Capturing feedback on the product for our Product team;
• Owning your own development and career growth to improve daily.

What You Bring

• Confidence in connecting with diverse people and a passion for working with customers of all skill levels and personalities;
• Excitement for solving new and complex problems;
• Tech-savviness and eagerness to learn new platforms;
• Strong verbal communication skills, clear, concise, and empathetic expression;
• Patience, compassion, and understanding;
• Curiosity and a desire for continuous improvement;
• Ability to multitask and prioritize in a fast-paced environment;
• Excellent writing skills with minimal grammatical or spelling errors;
• Self-driven attitude and initiative to develop skills;
• Fun, outgoing, engaging personality, and team spirit.

Bonus Points If You

• Have a customer-focused mindset and aspire to build a career helping clients succeed;
• Have experience with web-based/SaaS applications;
• Are familiar with Zendesk or similar CRM software;
• Have knowledge of Legal or other professional service industries;
• Are flexible and open to working evening and night shifts;
• Proficient in Google Suite and Microsoft Office;
• Proficient in Windows and/or Mac environments.

What You Will Find Here

Compensation is a key part of Clio’s Total Rewards Program, designed to ensure fair and competitive pay practices supporting our high-performance culture.

Highlights of Our Total Rewards Program

• Competitive salary with top-tier health, dental, and vision benefits;
• Hybrid work environment, with in-office expectations for local Clions (Vancouver, Calgary, Toronto, Dublin) at least 2 days per week on Anchor Days;
• Flexible time-off policy, encouraging 20 days off annually;
• $2000 annual counseling benefit;
• RRSP matching and RESP contributions;
• Anniversary recognition program at 3, 5, 7, and 10 years.

The starting salary for this role is $55,000 CAD. Salary bands are structured to reflect skills and experience, with room for growth. The final offer depends on location, experience, and skills.

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

Our team embraces authenticity and diversity. We are committed to creating an inclusive environment where all team members feel valued and empowered. We believe diverse perspectives lead to better innovation and performance. We encourage candidates from all backgrounds to apply. We also provide accommodations during the recruitment process upon request.

Learn more about our culture at clio.com/careers