Customer Support Specialist

Clio; Vancouver; Hybrid; CAD 50,000 - 62,000; Full time

Benefits offered by this job

Hybrid work environment

Competitive salary & benefits

20 days off per year

Counseling benefit

RRSP matching

Clioversary program

Job summary

Clio in Canada is seeking Customer Support Specialists to join our Burnaby and Calgary teams, targeting early talent and new graduates. You will become a product expert, resolve technical questions, and help customers use our AI-powered legal software effectively.

The role offers structured training, 1:1 coaching, a hybrid work model, and a base pay around 56,000 CAD per year. You’ll work with a high-performing team, with opportunities to grow within the company.

Qualifications

• Bachelor’s degree or diploma (or final semester with expected graduation by May 2026) or recent graduate within past 2 years.
• Educational background in Computer Science, Business, Communications, or related fields with transferable skills relevant to customer support.
• Excellent analytical and verbal/written communication skills; ability to convey technical concepts to non-technical audiences.
• Curiosity about law, tech, and AI, with interest in leveraging technology to solve problems.
• Growth mindset and enthusiasm; high performing team contributor.

Responsibilities

• Handle inbound support requests by phone, AI-enabled chat, and email to deliver exceptional customer experiences to legal professionals and clients.
• Become a product expert; diagnose, troubleshoot, and resolve product issues effectively.
• Serve as a trusted advisor; provide solutions and coaching to help customers leverage Clio efficiently.
• Identify when a customer is a fit for additional product or service and connect with the right team.
• Capture customer feedback for Product teams to drive improvements.
• Support career growth within a culture focused on getting better every day.

Skills

Analytical skills

Verbal & written communication

Problem solving

Curiosity about law/tech/AI

Growth mindset

Education

Bachelor’s degree or diploma (or final semester, May 2026)

Background in Computer Science, Business, Communications, or related fields

Tools

APIs & Postman

R

Python

HTML

Ruby

SQL

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 improving the lives of legal professionals while increasing access to justice.

Summary:

We are currently seeking Customer Support Specialists to join our Customer Support Team in our Burnaby and Calgary offices, with a focus on welcoming early talent and new graduates looking to kick-start 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 May 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. 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.
• $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.

*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

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.