Customer Support Specialist
Clio
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Benefits offered by this job
Job summary
Clio is seeking Customer Support Specialists to join our Toronto office. You’ll handle inbound support via phone, chat, and email, becoming a product expert and providing expert coaching to legal professionals and clients.
This role offers growth in a high-performing team with structured training and opportunities to move into other areas of the business. You’ll thrive if you have a degree or diploma, strong analytical and communication skills, and a curiosity about law, tech, and AI.
Qualifications
- Bachelor’s degree or diploma (or currently in final semester with graduation by Aug 2026) or recent graduate within past 2 years.
- Excellent analytical and verbal/written communication skills; ability to convey technical concepts to non-technical audiences.
- Curiosity about law, tech, and AI; interest in leveraging technology to help people solve problems.
Responsibilities
- Handle inbound support requests by phone, AI-enabled chat, and email with a focus on exceptional experiences for legal professionals and clients.
- Become a product expert; diagnose, troubleshoot, and resolve product issues.
- Serve as a trusted advisor; provide solutions and coaching to enable customers to use Clio effectively.
Skills
Education
Tools
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 currently seeking Customer Support Specialists to join our Customer Support Team in our Toronto Office. 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.
We’re hosting an in-person hiring event in Toronto on September 15! We’ll first connect with you for a quick phone screen to learn more about your experience and interest in the role. If you’re selected to move forward, we’ll invite you to our hiring event and share all the details you’ll need to know ahead of the day.
If you’d like to stand out during the interview process, we encourage you to submit a 60-second video introducing yourself. More details on what to include and how to submit your video will be provided during the application process.
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!
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
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
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
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. Your Talent Acquisition Specialist will be happy to explain more should you connect with them.
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 and Sydney) to be in office minimum twice per week.
Flexible time off policy, with an encouraged 20 days off per year.
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
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.
We are currently seeking Customer Support Specialists to join our Customer Support Team in our Toronto Office. 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.
We’re hosting an in-person hiring event in Toronto on September 15! We’ll first connect with you for a quick phone screen to learn more about your experience and interest in the role. If you’re selected to move forward, we’ll invite you to our hiring event and share all the details you’ll need to know ahead of the day.
If you’d like to stand out during the interview process, we encourage you to submit a 60-second video introducing yourself. More details on what to include and how to submit your video will be provided during the application process.
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!
- 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
- 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
- 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
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. Your Talent Acquisition Specialist will be happy to explain more should you connect with them.
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.
- Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum 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 new hire base pay for this role is $56,000 CAD.
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
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.
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